Reality Based Group (RBG), founded in 1992, is a pioneering customer experience management company headquartered in Austin, Texas. It is recognized as the world’s first video mystery shopping company, originally operating under the name GameFilm®. With over two decades of expertise, RBG has delivered tailored solutions to more than 15 vertical markets, serving over 2,000 clients and completing upwards of 2 million mystery shops. The company emphasizes revenue growth as the primary measure of its program effectiveness.

RBG offers a comprehensive suite of customer experience improvement services including traditional and video mystery shopping, recorded and non-recorded phone evaluations, customer surveys, customized audits, and specialized training processes. These services are uniquely integrated within a single reporting dashboard, providing clients with a holistic view of their business performance and a strategic roadmap to best practices.

Their approach is distinguished by assigning each client a dedicated service team and a single point of contact, contributing to a high client retention and referral rate. The firm’s work has helped notable clients achieve industry recognitions such as the Malcolm Baldridge National Quality Award. RBG’s programs systematically increase revenue-driving behaviors, reduce customer defection, and ensure training uniformity.

Leadership includes CEO Josh Stern and EVP of Operations Renee DeSantis, underlining an experienced management team focused on innovation and client success. The company maintains a philosophy centered on realistic and actionable insights, famously stating: “We show you what you need to see,” which reflects their commitment to truthful, impactful evaluation over simply telling clients what they want to hear.

In December 2016, RBG expanded by acquiring SCI, further enhancing their capabilities and industry reach. Their marketing and corporate strategy is led by Monique Sadick, who brings extensive consumer product and go-to-market experience from leading brands.