How customer service accidentally gets low priority
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.
Everyone goes on about giving “great service”. But it still doesn’t have the profile of other job roles, especially at executive level.
Look at these job roles on Linkedin.
No mention of Customer Service. Scroll further.
Nope — further?
Nope — surely it’s in alphabetical order. Must be on the next screen right?
Again No.
Linkedin and so many other companies just don’t look at Customer Service or Customer Experience as a profession. Legal is, Arts and Design is, even Support is a role. But Customers? No room for them or the role.
Oh yeh sure, everyone serves the customer or someone who does right? Sure, but that’s a cop out which minimises the role by implying that “Oh yeh, everyone does a that (read — a bit of that)”. IF everyone does it, no one is responsible.
If you want staff to take service seriously, then make is a serious cross divisional role.
