Mystery shopping · Canada-wide
Healthcare & patient experience audits across Canada
Patients judge a clinic long before they see a provider — on the phone, in the waiting room, and at the front desk. We send vetted local shoppers into dental offices, medical and wellness clinics, and practices to audit the patient experience, discreetly and professionally.
Single mission from $99 CAD (Summer special) · report in 7–14 days · no contracts.
What our shoppers evaluate
How easily a new patient can book, hold times, staff warmth and clarity, and whether the process felt reassuring or confusing.
Front-desk greeting, check-in ease, actual wait against the appointment time, and comfort and cleanliness of the waiting area.
Professionalism, privacy handling, how questions were answered, and whether the shopper felt looked after rather than processed.
Whether next steps, treatment plans, and costs were explained clearly and transparently, without pressure.
Waiting area, washroom, and visible-space hygiene — the signals patients read as a proxy for clinical care.
Who we work with
- Dental practices
- Medical & walk-in clinics
- Wellness & physio
- Optometry & specialty
- Multi-site groups
How it works
- Step 1Book online in 60 seconds
Tell us your address, the focus areas that matter, and pay by card.
- Step 2A vetted local shopper visits
We assign a real local customer with no connection to your business. They visit, observe, and photograph.
- Step 3Report in 7–14 days
A clear, photo-backed report with a pass/fail on the checks you picked, QA’d before it reaches you.
Pricing
All prices in CAD. GST/HST/PST applied at checkout. No contracts, no monthly minimums.
Single Mission
One in-person shop. Polished report within 72 hours.
Book Single MissionFull Recon
Five in-person shops plus a phone shop. The full picture.
Book Full ReconFrequently asked questions
- How does healthcare mystery shopping work?
- A vetted shopper contacts and (where appropriate) visits your clinic as a prospective patient — booking, checking in, and experiencing your front-of-house — then submits a report within 72 hours on booking ease, wait time, communication, and billing clarity. Clinical care is never evaluated; only the patient experience is.
- Is it appropriate to mystery shop a medical or dental office?
- Yes, for the non-clinical patient experience. We assess booking, reception, wait times, communication, transparency, and cleanliness — the same touchpoints that drive reviews and referrals — without interfering with actual care or requesting treatment under false pretenses.
- Can you focus on new-patient booking specifically?
- Yes. Many clinics ask us to focus on the new-patient phone and booking experience, since that is where most prospective patients are won or lost. You choose the focus areas at booking.
- Do you cover clinics across Canada?
- Yes. Undercover Shopper is a national service with vetted local shoppers in cities across Canada, suitable for a single practice or a multi-location group.
Find out what your customers actually experience
Book a mystery shop in 60 seconds. Reports land in 7–14 days. No contracts.