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.
Don’t be confused. Information is not wisdom.
I’ve heard a lot of people say things like “wisdom is everywhere” – thanks to the internet.
But wisdom is not information.
The dictionary definition of wisdom says you need three things for wisdom.
1) Information
2) Good judgement
3) Experience.
Having information without experience, or experience without good judgement doesn’t mean you have wisdom.
The same applies in business as in life. In organisations we seek information above all else, and we promote the people with good judgement.
But there’s a reason why the CEO isn’t the just the smartest, the most experienced, or the best decision maker.
Organisations need people with all-round wisdom. It’s not just the CEO’s who should be wise.
A worker on a production line can have a great deal of wisdom about the factory.
A salesperson could have a lot of wisdom about what sells to a particular customer who walks in.
A mechanic could have a lot of wisdom regarding workshop safety.
We all know it when we see it, but I hope this post helps define it.
