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.
We do a lot of Mystery Shopping compliance work. The results are not surprising to us, but they are surprising to our clients.
[Short Video below showing real reporting 3:48]
Did staff wear a name badge?
Yeh yeh they are lame and unexciting, but almost all clients insist they are worn, and for good reason.
But as the results show in the video, staff just fail to wear them.
How often clients call back customers to follow up their enquiry?
That’s kind of a big deal. It is often the difference between making a sale and not, but the sad truth is that only 14% of people receive a followup call with two weeks and only only 7% within 6 weeks.
The first is a compliance issue, the second is a serious sales issue.
Both need to be measured.