Mystery Shopping in the Gaming Industry

This past year we have made it our mission to make the gaming industry our number one priority. We are one of the leading Mystery Shopping companies in the industry. Our experienced gaming Evaluators and the most powerful software program provide you with valuable data. This data will help you to learn a lot about your customers and your employees. Here is just a small sample of our services:

• Casino Shops – We can send in Evaluators to evaluate your property and employees in areas such as customer service, sales skills, policies, procedures, cleanliness and appearance.
  1. Casino Shops can be done with "spot check" visits where we send in Evaluators several times a month to check a "set" of employees.
  2. We can also do the more traditional "visit" shops where the Evaluators stay for consecutive days and complete the entire assignment.
• Gaming Evaluations - We can send in highly trained Evaluators with extensive knowledge in the field of gaming. Our Evaluators will observe employees on very specific gaming actions and watch others for integrity issues and specific techniques.
• Call Center Evaluations - We can call into your reservation call center and ask specific customized questions. Aside from providing answers to the specific questions asked, we also audio record the conversation for you to listen to, while evaluating the technique of your employee.

Nevada Mystery Shopping

It is very important to note that ALL mystery shopping done in the state of Nevada MUST be done by employees of a Nevada Licensed Private Investigator. We have that license! Many mystery shopping companies don't. Mystery shopping companies that do not have a PI license must either perform mystery shops illegally or hire a private investigator that most likely is not an experienced mystery shopper.

Service Sleuth is an independent division of Howard Services, which is co-owned and operated by a Licensed Private Investigator that is one of only a few thousand security professionals internationally that holds the Certified Protection Professional (CPP) designation. Because we have this license, it can protect you in the event of litigation.

Certified For Your Protection!

How We Recruit Our Shoppers

• Nevada residents respond to an ad for mystery shoppers that we place in local newspapers or trade magazines
• Respondents must submit a resume style application.
• After applications are reviewed by our scheduling team, respondents are asked for a writing sample from a recent retail or restaurant experience.
• Taking the applications and the writing samples into account, the top applicants are contacted for an interview. Greater Las Vegas residents are interviewed in-person, while Tahoe/Reno residents are interviewed over the phone.
• After an excellent interview and acquiring their Sheriff’s Card (which we pay for) an applicant becomes a mystery shopper.
• We hire two types of people.
1. The first is a mystery shopper. Someone who will be hired to perform all non-gaming related activity in Nevada. We currently perform more than 2000 mystery shops per month all over the state. The focus of these mystery shops is retail, restaurant, gas stations, convenience stores, cinemas, car dealerships, banks, supermarkets, etc.
2. The second is a casino mystery shopper. This is a person with a higher skill set and or casino experience that we have targeted for our casino mystery shops.
3. Every casino mystery shopper starts off by only doing non-casino mystery shops. By doing this, they learn how to be a mystery shopper. How to write a narrative to our client’s expectations and learn the general process.
• When a person that was hired to be a casino shopper has completed many other mystery shops at a high degree of excellence, we require a Casino Test is taken.
1. We have created a questionnaire that all casino shoppers must take and pass before they are allowed to perform any casino mystery shop.
2. We are also capable of creating a client specific test for any casino that requests it.
• It is only at this time that a person can perform casino mystery shops.
1. When they are sent to do their first mystery shop, we typically send them to smaller properties or on assignments of shorter duration.
2. Once they excel at the shorter or smaller assignment, then they are sent to the larger properties or for longer durations.
• After every mystery shop is completed, the shopper is given a grade on a scale of 1-10.
1. This number is based upon a combination of timeliness, accuracy, grammar, content and client feedback.
2. The higher the number, the more assignments a shopper can receive over time.
• To reinforce the training and take our program to a higher level, we hold local live training sessions.
1. At least once per year we bring all of our casino shoppers into a room and review the expectations of being a casino shopper.
2. We also invite (and many attend) all of our local clients to come and speak to the group about what they would like to see to enhance or improve the program.

Please call us at 800-723-1150 for more information or to receive our
Gaming Industry Sales Packet.

Service Sleuth Mystery Shopping
500 Myles Standish Blvd.
Taunton, MA 02780
800-723-1150 - Phone
800-647-8570 - Fax


Las Vegas Office
2332 Brockton Way
Henderson, NV 89074
Phone: 702-616-8763 or
702-616-4010
Fax: 702-616-8764