How to know what’s happening when you don’t control the retailer
Mystery shopping is a research method in which trained evaluators,
posing as ordinary customers, assess the quality of service, sales processes, and
operational compliance at retail or service locations. Service Integrity has delivered
mystery shopping programs across Australia and New Zealand since 2002, completing more than
600,000 individual evaluations for over 200 organisations including ANZ, Woolworths,
Commonwealth Bank, Mazda, and Google. The company holds MSPA Elite accreditation — the
highest global recognition tier from the Mystery Shopping Providers Association — and
directly manages offices in Sydney, Wollongong, Auckland, Shanghai, and Tokyo. Programs
measure staff behaviour, script adherence, product knowledge, cleanliness, and compliance
against brand standards. Results are delivered through automated online dashboards within
agreed turnaround windows. Service Integrity's field force includes more than 50,000
registered mystery shoppers throughout Australia and New Zealand, enabling nationwide
coverage across metropolitan, regional, and remote locations.
This is an issue that’s been raised by a lot of clients – especially where they don’t control the retailer.
Are you worried about how your product is being sold by retail outlets, by retail staff you can’t control?
Is your FMCG product visible and displayed according to guidelines?
For larger ticket items, do staff have the appropriate knowledge about your product to sell it, and is yours, the first product being recommended?
Our research shows that staff knowledge is 1.5 times more important than customer service when selling a product.
Our research also shows that 66% of customers would pay 10% more if your product is recommended, and 31% would pay 20% more.
So How do you find the truth?
We’ll visit you retailers by tapping into our 45,000+ mystery shoppers to help you find out – a) how your product is stocked – b) the retailer’s product knowledge – and- c) how it’s being recommended …. all critical to sales.
