Customer Service Experts

Overview: Customer Service Experts (CSE) began 21 years ago in 1994, located in Annapolis, Maryland. Lisa D’ Andrea is the President and CEO of this company and one of the most efficient and client friendly mystery shopping companies in the industry. This company’s prime focus is the airport concession shops. They are also known widely for their golf shops. They have many other types of shops as well, including banking financial institutions and highway travel shops.

CSE’s Motto: “Every Connection Counts.”

Client Favorite: Customer Service Experts uses a trademarked EC2 Model to deliver to their clients a great reporting experience.

Interesting Fact: Customer Service Experts currently has over 100 airports and clients for their airport concession shops. They began working with the major airports in the year 2000. These shops are highly sought by many shoppers and they go quickly in the mainstream.

Memberships: Customer Service Experts is currently a member of the following: (WBE) Women’s Business Enterprise, (DBE) Disadvantaged Business Enterprise and many others, including:

  • MSPA: Customer Service Experts is a 2015 “Elite Member” of the MSPA
  • MRA: Marketing Research Association
  • CXPA: Customer Experience Professional Association.

Variations: CSE performs: Airport Concession Shops, Financial Institutions (Bank) Shops, Restaurant Shops, Reward and Recognition Shops, Fine Dining, Fast Food, Grab n’ Go Food Stops, Casual Dining Shops, Retail Store Shops, Recreation Shops, Executive Summaries, Form Facilitation Services, Performance Coaching & Consulting, Travel Company Shops, Museum Shops, Government Study Shops, University Shops, e-4 Surveys and Mapping, Shopping Malls/Gift-card Shops, Storage Facilities Shops, Golf Shops, Hotel Reservation Shops, Phone Shops, and Highway Travel Center Shops.

Reporting System: Customer Service Experts currently use the Sassie Reporting System.

Pay-rate: The Storage Facilities shops pay $15 and have good bonuses attached. The mall shops began at $15-20, which is lower than another company who often pays $25 plus $2.95 for fees. Fine Dining shops can go for higher fees and reimbursements and well as more intricate, heavy narrative and observation shops.

Payday: I was paid between 20 and 30 days after my shops. I checked my logs and was surprised at the pay turn-around. This was consistent for 5 years, so I can imagine other shoppers are pretty well-pleased at being paid in under 30 days.

What other shoppers have to say: From what I have gathered, many shoppers say the narratives are heavy and there are detailed observations that must be gathered. I have not heard too many negative remarks other than the narratives get sent back for clarification more than once and these shops are time intensive.


Customer Service Experts (CSE)


2901 Riva Trace Parkway
Suite 100
Annapolis, Maryland 21401.

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