What Concertare does

Concertare Beratungs- und Dienstleistungsgesellschaft mbH is a German B2B consultancy headquartered in Burscheid, North Rhine-Westphalia, founded in 1998 and operating as a privately held GmbH. The firm specializes in Customer Experience (CX) measurement and Mystery Research, delivering services across three integrated phases: analysis (mystery shopping, customer/employee surveys, focus groups, mystery calls/chats/emails, store checks, pricing investigations), consulting (result communication, measure development, process optimization), and implementation (training, coaching, quality management, sales promotion). It serves enterprise clients across more than 15 verticals, with named customers including Audi, BMW, Porsche, Honda, Edeka, Dresdner Bank, DEVK, Deutsche Post, Klöckner, and T-Com.

The company's core asset is a database of over 1 million mystery shopper profiles supporting up to 250,000 mystery shoppings per year across 100+ countries, executed through the concertare Global CX Experts partner network under a lead-agency coordination model. Technology is a hybrid of traditional field research methodology and recently introduced AI capabilities — NLP text analysis, AI-powered plausibility checking, semantic sentiment/interaction analysis, predictive analytics, and computer vision for POS image evaluation — announced as a productized offering in early 2026. Pricing is quote-based and not publicly disclosed, with projects tailored to client scope, geography, and volume.

Concertare generates revenue through professional services engagements across multiple streams: mystery shopping services, customer and employee surveys, consulting for CX improvement, training and implementation programs, and AI-enhanced analytics. Go-to-market is sales-led and direct to enterprise, complemented by content marketing and SEO across a seven-language website, and a dedicated mystery shopper recruitment platform. The firm employs 101–250 people, is owned by its three Managing Directors (Harald Becker, Rabab Charara, Matthias Wrobel), and has no disclosed funding rounds, parent company, subsidiaries, or M&A activity.

Name

Concertare

Legal name

Concertare Beratungs- und Dienstleistungsgesellschaft mbH

Website

https://concertare.de

Company type

Private

Founded year

1998

Operating status

Operating

Headcount range

101–250 employees

Short description

Concertare is a German B2B consultancy, founded in 1998 and headquartered in Burscheid, that provides customer experience measurement, mystery shopping, surveys, and CX consulting/implementation services to enterprise clients across more than 15 verticals and 100+ countries.

Ownership category

akta.pro rank

Headquarters

HQ city

Burscheid

HQ country

Germany

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Supply Chain, Technology or R&D, Marketing or Sales

Revenue model

1. Mystery Shopping Services: Concertare conducts mystery shopping projects (test purchases, test calls, test emails) for clients to evaluate customer experience quality. Projects are conducted internationally across 100+ countries with up to 150 evaluation criteria per test.
2. Customer Surveys and Research: B2B research services including customer surveys (Kundenbefragungen), employee surveys, focus groups, customer forums, and customer panels to measure expectations and satisfaction.
3. Consulting Services: Advisory services for customer experience improvement including result communication, measure development, and process optimization for customer interfaces.
4. Training and Implementation: Employee development through training, coaching, quality management, and sales promotion programs to implement CX improvements.
5. AI-Enhanced Analytics: Advanced data analysis services using AI for text analysis, plausibility checking, sentiment analysis, and predictive analytics to support CX measurement programs.

Go-to-market motion1 record

Distribution channels2 records

Marketing channels4 records

Core offering

Concertare is a German Customer Experience and Mystery Research consultancy that conducts mystery shopping projects, customer and employee surveys, process analyses, and compliance audits for enterprise clients across 100+ countries. The company combines traditional field research methodology with AI-enhanced data analytics, and follows projects from measurement through consulting recommendations to implementation via training and coaching.

Product overview

Concertare is a Customer Experience (CX) and Mystery Research consulting company offering a comprehensive portfolio of market research services since 1998. The core offering consists of Mystery Shopping/Mystery Research services (with over 20 specialized variants including Mystery Guest, Mystery Calls, Mystery Chat, Mystery Email, Mystery Store Check, Mystery Pricing, and more), complemented by Befragungen (surveys) including customer, employee, focus group, and transaction-based surveys. The company also provides Prozessanalysen (process analysis) services covering feedback management, call monitoring, KPI analysis, and usability testing. Additional offerings include Audits (CSR, Digital, Social Media), Beratung (consulting for result communication, measure development, and process optimization), and Umsetzung (implementation services including training, coaching, employee development, and quality management). Concertare operates globally, conducting projects in over 100 countries with their own network and local partners.

Differentiator

Problem solved

Functional benefit

Products and services

• Mystery Research / Mystery Shopping

Quantifiable outcome

• Up to 250,000 mystery shoppings conducted annually
• +2 more outcomes

Named customers12 records

Segments12 records

Ideal customer profiles1 record

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability7 records

Feature5 records

Scale indicators8 records

Recent moves5 records

Expansion highlights5 records

Direct peers

• Market Force Information: Specialist mystery shopping and CX measurement firm with multi-country delivery capabilities. Closely comparable to Concertare in core service offering (mystery shopping, customer surveys) and target buyer (enterprise clients measuring frontline service quality).
• MaritzCX: Customer experience research and consulting firm offering CX measurement, benchmarking, and improvement advisory. Directly comparable to Concertare's analyze-consult-implement model for enterprise clients.
• CFI Group: Customer satisfaction measurement and CX research firm operating internationally. Comparable to Concertare in delivering mystery shopping, survey research, and CX benchmarking services to enterprise clients.
• Service Quality Institute: Specialist CX training, mystery shopping, and service quality measurement firm. Comparable to Concertare's combined measurement and training/coaching service offering for enterprise clients.

Broad incumbents

• Ipsos: Global market research leader with broad CX, customer experience, and mystery shopping offerings. Overlaps with Concertare on customer research and brand/CX measurement, but operates at much greater scale and across many additional research categories.
• Medallia: Enterprise SaaS experience management platform with embedded text analytics, sentiment, and journey orchestration. Competes with Concertare's analytics layer and represents the technology direction the market is moving toward.
• Qualtrics: Experience management software company providing CX, employee experience, and market research survey platforms. Adjacent competitor to Concertare for enterprise CX measurement budgets, especially for digital-first survey and feedback programs.
• InMoment: CX intelligence platform combining surveys, social listening, and operational data with text analytics. Competes with Concertare for enterprise CX insight budgets and represents an evolved, technology-driven alternative to traditional mystery shopping.
• Teleperformance: Global CX/BPO giant that also operates mystery shopping and quality monitoring programs for enterprise clients. Comparable to Concertare in CX quality measurement services, though embedded within a much larger customer operations portfolio.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

Revenue estimate

Valuation estimate

Number of profiles

Profiles3 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Concertare