How AI Video Analysis Transforms Mystery Shopping: A Case Study with OXXO Minimart

Mystery shopping has long been one of the most reliable methods to measure customer experience. Traditionally, it involves sending shoppers to stores, having them complete checklists, and then compiling the results. While effective, this process can sometimes be slow, subjective, and challenging to manage at scale.

At Pelayar, we developed a Video Analyzer tool designed to revolutionize the mystery shopping process by automating it entirely, significantly saving time and enabling rapid analysis. Instead of relying solely on human notes, we let AI automatically process store visit videos, detect key events, and generate structured reports quickly and efficiently allowing companies to audit dozens or even hundreds of store visits simultaneously. Recently, we ran a test on an OXXO minimart mystery shopping video, and the results show how powerful this approach can be.

From Video to Checklist: AI-Powered Mystery Shopping

Pelayar Video Analyzer automatically breaks down a store visit into checklist items, complete with timestamps, instructions, and performance scores. Here’s a sample of what was captured during the OXXO case:

• Promotion at Store Front (00:00 – 00:01)
  • AI detected promotional posters at the entrance.
  • Score: 100 ✅ Clear, visible, and in good condition.
    
• Cleanliness & Ambience (00:01 – 00:08)
  • Floors observed clean and free of litter.
  • Score: 100 ✅ Positive customer impression ensured.
    
• Cashier Desk (00:47 – 01:25)
  • Counter is organized, free of clutter.
  • Score: 100 ✅ Ready for service.

• Product Placement & Layout (00:03 – 00:08)
  • Aisles wide enough for two customers.
  • Products logically placed, easy to find.
  • Score: 100 ✅ Supports smooth shopping journey.

Instead of relying on subjective mystery shopper notes, the AI provides consistent, timestamped, evidence-based results.

Why This Matters for Retail Audits

• Accurate – no more missing small details.
• Fast – instant reporting, no waiting days for manual reports.
• Scalable – analyze dozens or hundreds of store visits in parallel.
• Objective – consistent evaluation criteria, not subject to human bias.

With Pelayar, corporate teams can immediately see what happened, when it happened, and how it scored.

Benefits of Pelayar Video Analyzer in Mystery Shopping

1. End-to-End Evidence – AI highlights exact video segments where criteria are met or missed.
2. Smart Scoring – Each question is auto-graded, so you can track compliance trends.
3. Exportable Data – Reports can be exported to Excel for further corporate analysis.
4. Customizable Checklists – Aligns with your specific audit standards (uniform, promotions, waiting time, customer greeting, etc.).

AI Insights Beyond Human Eyes – Pelayar not only checks if something happened but also provides contextual notes on why it matters for customer satisfaction.

Mystery Shopping Reimagined

Mystery shopping with AI video analysis is not just about replacing human auditors—it’s about amplifying their capabilities. Imagine:

• Detecting whether the cashier thanked the customer.
• Measuring waiting time with timestamps.
• Spotting empty shelves or missing promotions automatically.
• Ensuring grooming standards (uniform, hair, nametag) are followed.
  
  

All these can now be automated, timestamped, and reported instantly.

Ready to Modernize Your Mystery Shopping?

The OXXO case study proves that AI video analysis can deliver consistent, evidence-based, and actionable insights for retail audits.

With Pelayar Video Analyzer, your corporate health checks and mystery shopping projects become smarter, faster, and more reliable.

Learn more and book a live demo with us today at pelayar.ai