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.
When surveying customers, make sure you get the questioning right. Optus Telecom in Australia got it wrong.
Check out the question below.
How would I answer if I received terrible service?
“Has the use of [product] prevented you from…..”
If you got bad service, you would expect to answer Yes, because the use of the product has prevented you from…..
But they’ve slipped the Yes in as the positive response. A cynic might say this was intentionally written this way. But if you are that clever, I’m sure you wouldn’t want to embarrass yourself.
Very confusing question and answers.
Easily fixed.