Redefining Xperience Management
We help decision-makers who see the link between and customer/employee engagement and revenue.
Turning customer and employee feedback into actionable insights while struggling with fragmented data and measuring impact on revenue.
We provide a comprehensive experience index by integrating mystery shopping with customer and employee insights, helping businesses measure and improve engagement effectively.
A clear, data-driven view of customer and employee experiences, enabling better decisions, higher engagement, and increased revenue.
is to elevate quality of life by improving every experience – customer, employee, and user.
Through a Total Xperience Management approach, we strive to bring meaningful enhancements to every interaction that defines people’s daily lives. We are dedicated to “under promise, over deliver” and embody the principle
“没有最好只有更好” – there is no best, only better.
Our vision is to become the leading partner in Total Experience Management, creating environments where people feel valued, engaged, and understood. By transitioning from a mystery shopping company to an experience-driven agency, we aim to set a new standard in CX, EX, and UX – fostering satisfaction, loyalty, and growth for our clients and their communities.
Core Values
Finder
We focus on the strength in people. It's OK to be imperfect. We fit like puzzle pieces.
behind
We lean on each other and have each other's back. Not just in work but in private life matters as well.
the ball!
Focus on what matters most. Comprehend quickly, deliver results, no excuses.
over deliver
Manage, then exceed expectations
gain the lesson
Failing is not the opposite of success. It is a part of it. We get up again.
only better
“没有最好只有更好 (Mao Ce-Tung)” We strive for constant learning, evolution and improvement.
20 Years of Growth and Innovation
2004
Phantom Shopping was founded by a driven entrepreneur who started alone in a small office, determined to pioneer Mystery Shopping in Hungary and revolutionize Customer Xperience management.
Our team expanded from 2 to 6 dedicated professionals, focusing on building relationships with our first clients and establishing our reputation in the industry while introducing innovative services tailored to enhance Customer Xperiences.
2005
2007
With a team of 8-10, we moved into a larger office to accommodate our growing client base and launched our first customer feedback initiatives, elevating our service offerings.
With the launch of the MyMo platform, we doubled our office space to accommodate 15 employees, enhancing our operational capabilities and introducing a comprehensive suite of services that transformed how clients viewed Customer eXperience.
2009
2010
Our journey continued with steady growth across Central European markets and an expansion into Asia with our entry into China. This regional reach transformed Phantom Shopping as we adapted our methodologies to diverse cultural contexts, reinforcing our commitment to delivering exceptional customer insights on a global scale.
In 2015, we marked a significant milestone—10 years of success— by hosting a spectacular charity gala that raised 1 million HUF for the Children’s Clinic. This event showcased our commitment to community engagement and corporate social responsibility.
2015
2016
As we expanded our team to 45 employees, Phantom Shopping solidified its position as a market leader in Hungary, capturing over 60% market share across all key sectors. Our innovative solutions continually improved client satisfaction and set the stage for further growth regionally.
During the COVID-19 pandemic, we pivoted to digital mystery shopping and remote CX evaluations, ensuring continuity and growing regional projects. Our excellence earned us the MSPA (Mystery Shopping Professionals Association) ELITE award, recognizing our leadership in the evolving customer service landscape.
2020
2024
In 2025, we celebrate 20 years of innovation and market leadership with a fresh brand identity and revamped website, marking our evolution into a full-service experience management agency. Reflecting on the learnings of the last 4 years, this milestone reinforces our commitment to being a trusted advisor in all things experience-related, delivering unparalleled insights and transformative experiences across industries.
Latest Insights
The Role of Artificial Intelligence in Customer Service: How AI is Revolutionizing Customer Experience
Creating Personalized Experiences: A Data-Driven Approach to Digital Channels
The Power of Regular, Structured Feedback in Boosting Performance and Employee Experience
2025 UX Forecast: Where is user experience headed?
Let’s talk about your business
At PhantomXM we love hearing about pain points as they are real opportunities to make a difference. Our experts have years of industry knowledge to help overcome those challenges and set new standards in your industry, so you leave the competition far behind.
Get in touch now and let’s talk about your business!