You are only one step from customer service disaster

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.

United Airlines famously forcefully ejected a passenger because the flight was overbooked (to make room for 4 crew). It got quite violent. So was the public reaction.

Your company is one misstep away form this treatment.

Naturally, a twitter hashtag was born #newunitedmottos

It’s hilarious and scary for any company.

A reminder – this was real footage – then we can see what the internet did.

Or this one

And two takes on the Pepsi drama

Also good

And they keep coming

Photoshopping Gold

More Gold

More video playtime – they had to drag grandma in.

Clever play on words

And probably my favourite

Your customer service is only ever one step away from disaster. Be vigilant. Measure, Mystery Shop, Train, Reward, Repeat.

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