MYSTERY SHOPPER SERVICE
Mystery Shopper Service
Uncover the true state of your business through expert eyes. Mystery shopping reveals the real quality of your stores and services.
What Is Our Mystery Shopper Service?
Our mystery shopper service sends trained investigators who pose as ordinary customers to evaluate your stores and services, providing objective assessments of service quality, store environment, and product standards. We reveal the "true state of operations" that managers and owners often struggle to see firsthand.
Family Romance has a large roster of investigators with backgrounds in hospitality and marketing expertise. We deliver reports combining quantitative checklist-based evaluations with detailed qualitative commentary. With over 5,000 staff nationwide, we select the ideal investigator for each assignment and handle everything from single visits to large-scale audits.
Professional
MYSTERY SHOPPER SERVICE
Indistinguishable from Regular Customers
Our investigators — including those with acting experience and hospitality backgrounds — combine performance skills with sharp observation to blend in seamlessly while accurately assessing your store's true condition.
Comprehensive Survey Reports
We deliver reports featuring 5-point quantitative checklist scores alongside detailed qualitative commentary with specific examples, making improvement areas immediately clear.
All Industries, Nationwide Coverage
We cover every industry — restaurants, retail, hotels, salons, healthcare, real estate, call centers, and more. We can arrange investigators in all 47 prefectures across Japan.
Common Concerns
Our professional stand-in service can solve these challenges.
Inconsistent Customer Service Across Staff
Staff behavior changes depending on whether the manager is present. Mystery shopping evaluates everyday service as it actually is, revealing the real issues.
Hidden Customer Dissatisfaction
Formal complaints are just the tip of the iceberg. Most dissatisfied customers leave silently without saying a word. Mystery shopping uncovers these silent complaints.
Understanding Competitor Operations
You want an objective understanding of the service and experience offered by nearby competitors. Mystery shopping reveals competitors' strengths and weaknesses, helping you build a differentiation strategy.
Measuring Training Effectiveness
You need to verify whether service training or manual updates are actually being applied on the ground. Pre- and post-training mystery shops quantify the degree of improvement.
Pre-Opening Area Research
You want to survey competitor stores and market conditions in an area where you're considering opening. Our mystery shoppers deliver detailed reports on the quality and service levels of local restaurants and retailers.
Bridging the HQ-Field Gap
You need to verify whether on-the-ground service matches headquarters' expectations. Mystery shopping provides objective evidence that drives constructive improvement discussions.
Use Cases
Our stand-in services can be utilized in a wide variety of events and situations.
Restaurant Service & Quality Checks
We visit restaurants, cafes, and bars as regular customers to evaluate staff attitude, food quality, cleanliness, and service speed. Detailed reports with photos highlight areas for improvement.
Retail Customer Service Audits
We audit customer interactions, product knowledge, store layout, and checkout processes at apparel shops, electronics stores, drugstores, and more. We evaluate the entire shopping experience from the customer's perspective.
Hotel & Inn Service Quality Surveys
We evaluate every step from check-in to check-out — front desk service, room cleanliness, amenities, in-house dining, spa facilities, and more.
Salon Technical & Service Assessments
We assess everything from consultation through treatment, finished results, and aftercare recommendations — evaluating both technical skill and customer service.
Clinic & Hospital Patient Experience Audits
We evaluate reception, wait times, consultation thoroughness, clarity of explanations, and facility cleanliness from the patient's perspective, contributing to improved patient satisfaction.
Real Estate Sales Quality Surveys
We assess property viewings, proposal quality, clarity of contract explanations, and follow-up practices. We objectively evaluate your sales staff's client-facing capabilities.
Recent Cases
* For privacy and confidentiality, specific event names are withheld; only service names are listed.
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Why Choose Family Romance
Japan's largest agency. Trusted quality.
Investigators with Acting Skills and Sharp Observation
We carefully select investigators — including those with acting experience, hospitality backgrounds, and marketing expertise — who can behave naturally while observing every detail. They capture a store's true state without being noticed. Our proprietary training program ensures consistent investigation quality.
High-Quality Quantitative + Qualitative Reports
We deliver reports combining 5-point checklist scores (quantitative) with detailed commentary including specific episodes and improvement suggestions (qualitative). These actionable reports directly support management decisions. The photo option visually documents store environment and product displays. Report formats can be customized to your needs.
Nationwide Network of 5,000+ Staff
We have registered staff in all 47 prefectures, enabling simultaneous multi-location audits and cross-regional surveys. Local staff for regional stores significantly reduce travel costs. We select the ideal investigator based on age, gender, and target customer profile for the most natural shopping experience.
Transparent Pricing with No Hidden Fees
Mystery shopping starts at ¥8,000 per visit. Report preparation and checklist creation are included in the base price. Optional fees for photography and multi-visit packages are clearly stated upfront. No additional charges after your quote — ever.
Service Lineup
Choose the best plan to suit your needs. We can also accommodate requests not listed here.
FEATURED SERVICES
Restaurant Mystery Shopping
¥8,000~We visit restaurants, cafes, and bars as regular customers to assess staff attitude, food quality, cleanliness, and service speed. Detailed reports with checklist scores and commentary clearly identify improvement areas.
View Details
Retail Mystery Shopping
¥8,000~We audit service, product knowledge, store layout, and checkout processes at apparel shops, electronics stores, drugstores, and more. We evaluate the shopping experience from the customer's perspective.
View DetailsStore-Based Surveys
Hotel Mystery Shopping
¥8,000~We comprehensively evaluate the entire stay — front desk service, room cleanliness, dining, spa, and more — from check-in to check-out. Overnight mystery shops are also available.
Salon Mystery Shopping
¥8,000~We evaluate everything from consultation to technique, finished results, and aftercare advice — assessing both skill level and customer service.
Specialized Surveys
Clinic Mystery Shopping
¥8,000~We audit reception service, wait times, consultation quality, clarity of explanations, and facility environment from the patient's perspective — supporting improved patient satisfaction.
Real Estate Mystery Shopping
¥8,000~We assess property viewing conduct, proposal quality, contract explanation clarity, and follow-up practices — providing an objective evaluation of sales quality.
Call Center Mystery Shopping
¥8,000~We evaluate answer speed, language and tone, and problem-solving ability. Checklist-based scoring of call content quantifies response quality.
Training Effectiveness Mystery Shopping
¥8,000~Measure the effectiveness of your service training. Pre- and post-training surveys quantify improvement, supporting PDCA cycles for your training programs.
Competitor Store Surveys
¥8,000~We survey competitor stores simultaneously with yours, delivering reports with strength-and-weakness comparison charts to support differentiation strategy development.
Start with a Free Consultation
Confidential — Nationwide — Free
Contact us via email, phone, or LINE. Anonymous consultations are welcome.
Pricing
Select a Service
Base Price
Price Simulator
Estimated Total (excl. tax)
* Transportation and option fees are separate.
* Option details and pricing vary by service.
How It Works
First time using mystery shopping? Rest assured — our dedicated staff will guide you through every step, from defining survey objectives and designing checklists to selecting investigators and delivering the final report.
Consultation
Contact us by email, phone, or LINE to share your survey goals and targets
Survey Design
We create the checklist and present your quote
Investigator Selection
We carefully select and assign an investigator matching your customer profile
Contract
Payment after confirmation No additional charges whatsoever
Survey & Report Delivery
We conduct the mystery shop and deliver a detailed report
Client Testimonials
"They conducted simultaneous mystery shops at all 20 of our restaurant chain locations. The service-level differences between stores were clearly visualized with numerical scores, making it obvious which locations needed improvement. The report quality was excellent — complete with specific improvement recommendations — so we were able to create an action plan immediately."
"We regularly request mystery shops to improve service quality at our salon. The customer-perspective feedback on staff attitude, consultation thoroughness, and skill level has been incredibly valuable. The investigator assigned to us was knowledgeable about the beauty industry, so the specialized evaluation was highly trustworthy."
"They surveyed 5 competitor stores in an area where we were considering opening a new location. Each store's strengths and weaknesses were neatly organized in a comparison chart, helping us clearly define our differentiation points. Thanks to this, customer acquisition has been strong since we opened."
"We commissioned pre- and post-training mystery shops to verify the effectiveness of our service training program. Being able to visualize improvement numerically allowed us to demonstrate the training's ROI to management. We're also using the results to refine the training program itself."
Frequently Asked Questions
About Our Services
Is there any risk of the mystery shopper being discovered?
Our investigators are experienced in acting and hospitality, making them natural experts at blending in. They fully immerse themselves as regular customers, and the survey target will not notice a thing. Since our founding, we have had zero reports of an investigator being discovered.
What types of businesses do you cover?
We cover all industries — restaurants, retail, hotels and inns, salons, clinics and hospitals, real estate, call centers, and more. We select investigators with specialized knowledge for each industry, ensuring high-quality surveys.
What does the report include?
Reports consist of a 5-point checklist evaluation (quantitative) combined with detailed commentary including specific episodes and improvement suggestions (qualitative). They are typically 3-5 pages (A4). Format customization is also available.
Can you conduct simultaneous surveys at multiple locations?
Yes. With our nationwide network of 5,000+ staff, we can handle simultaneous audits of 100+ locations. We also accommodate same-day, same-time surveys. For large-scale projects, a dedicated project manager oversees the operation to ensure consistent quality.
About Pricing & Terms
How does the pricing work?
Mystery shopping starts at ¥8,000 per person per visit. Food and purchase costs are borne separately by the client. Hotel mystery shopping starts at ¥25,000 including accommodation. Report preparation is included in the base price.
Can you handle urgent requests?
Yes, we can arrange surveys as early as the next day. However, this depends on investigator availability and checklist preparation, so please contact us first for urgent requests.
What if I want to arrange regular surveys?
We offer regular survey plans — monthly, quarterly, and more. Discounted rates are available for ongoing contracts. Please contact us for details.
How do you handle confidentiality?
All staff sign confidentiality agreements (NDAs). We strictly manage all information — including store names, survey results, and client details — to prevent any leaks.
Nationwide Coverage
We have registered staff in all 47 prefectures. We can arrange local staff even for regional events.
Kanto Area
Tokyo / Kanagawa / Chiba / Saitama / Ibaraki / Tochigi / Gunma
Kansai Area
Osaka / Kyoto / Hyogo / Nara / Shiga / Wakayama
Chubu Area
Aichi / Shizuoka / Gifu / Mie / Nagano / Niigata / Toyama / Ishikawa / Fukui
Kyushu & Okinawa Area
Fukuoka / Saga / Nagasaki / Kumamoto / Oita / Miyazaki / Kagoshima / Okinawa
Hokkaido & Tohoku Area
Hokkaido / Aomori / Iwate / Miyagi / Akita / Yamagata / Fukushima
Chugoku & Shikoku Area
Hiroshima / Okayama / Yamaguchi / Tottori / Shimane / Kagawa / Tokushima / Ehime / Kochi
Media Coverage
We have been featured in numerous TV shows, films, books, and international media.
FAMILY ROMANCE, LLC
Directed by Werner Herzog. Official selection at the Cannes Film Festival. CEO Yuichi Ishii appears as himself.
Rental x Family
A feature film based on Yuichi Ishii's book. Released nationwide in 2023. A widely discussed work depicting the reality of family stand-in services.
The Human Rental Shop
A book by CEO Yuichi Ishii (published by Tetsujinsha). The first insider look at the human rental business.
NHK
Featured on multiple NHK programs including NHK General and E-Tele. Japan's leading public broadcaster highlighted the social significance of stand-in services.
Nippon TV
Featured on numerous information and variety programs. Introduced as a pioneer of the human rental industry.
TBS
Covered in news programs and documentaries. In-depth features on the social significance of stand-in services received strong responses.
TV Asahi
Featured on talk shows and information programs. Close-up segments on audience stand-in and family stand-in services became a hot topic.
BBC / CNN
Covered by major international outlets including BBC, CNN, and Reuters. Gained worldwide attention as a uniquely Japanese stand-in culture.
FAMILY ROMANCE, LLC
Directed by Werner Herzog. Official selection at the Cannes Film Festival. CEO Yuichi Ishii appears as himself.
Rental x Family
A feature film based on Yuichi Ishii's book. Released nationwide in 2023. A widely discussed work depicting the reality of family stand-in services.
The Human Rental Shop
A book by CEO Yuichi Ishii (published by Tetsujinsha). The first insider look at the human rental business.
NHK
Featured on multiple NHK programs including NHK General and E-Tele. Japan's leading public broadcaster highlighted the social significance of stand-in services.
Nippon TV
Featured on numerous information and variety programs. Introduced as a pioneer of the human rental industry.
TBS
Covered in news programs and documentaries. In-depth features on the social significance of stand-in services received strong responses.
TV Asahi
Featured on talk shows and information programs. Close-up segments on audience stand-in and family stand-in services became a hot topic.
BBC / CNN
Covered by major international outlets including BBC, CNN, and Reuters. Gained worldwide attention as a uniquely Japanese stand-in culture.
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Learn MoreImportant Notes
- 1This service is a mystery shopping service intended to improve the quality of stores and services.
- 2We do not accept requests for illegal activities or purposes contrary to public order and morals.
- 3Food, beverage, purchase, and admission costs at surveyed establishments are borne by the client.
- 4Hotel mystery shopping rates include accommodation costs.
- 5We strictly observe confidentiality obligations and securely manage all survey results and client information.
- 6Please refrain from disclosing survey results to third parties or publishing them on social media or in the press.
- 7For distant locations requiring travel or accommodation, actual transportation and lodging costs are charged separately.
- 8Reports are typically delivered within 3-5 business days after the survey is conducted.
- 9We do not accept any requests involving impersonation of licensed professionals or involvement in legal proceedings.
Free Consultation & Quote
Consultations are completely free and strictly confidential.
For urgent inquiries, please call us at {phone}.0120-949-341