About Us

Established in 2001, ITS Incognito is a market leader in providing highly effective mystery customer programmes primarily for the Hospitality industry. Large enough to measure customer service for multi-unit organisations yet small enough to ensure the personal involvement of senior management in every single mystery customer assignment.


The ultimate aim of ITS Incognito is to provide our customers with a management tool that adds tangible value improving performance, customer satisfaction, customer retention, employee recognition and thereby increasing revenue.


The founder of ITS Incognito first got involved in customer service measurement as a client of mystery shopping companies whilst working in management positions for companies such as the Intercontinental Hotel Group, Hilton, Disneyland Paris, and Forte in the UK, Europe and the Middle East.

Not only are we fully committed to the hospitality industry but we have walked in your shoes. We understand your business and the challenges you face. Your success is our success too hence our commitment to you.

Our customer care skills are second to none and you can be assured of our professionalism at all times. Each of our customers is treated as an individual and all of our Mystery Customer programmes are tailor made to suit your specific requirements.

Discover more detailed information about our approach.

Or contact us know to find out how we can help you with your Mystery Customer programme.

Mystery Shopper
Mystery Shopper Programme
ITS Incognito provides a high quality service to the Merlin Events team.
Merlin Events

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Mystery Guest