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.
How do you get an 18-year-old cashier to care.?
How do you get a labourer on a construction site to care?
How do you get a CEO to care?
How do you get your kids to care?
All jobs have implications. Everything you do, no matter mundane has consequences.
Know the consequences
Either you know the consequences of your actions, or you don’t.
A little smile or a growl to a customer will influence them. A small reckless action by a construction worker may unwittingly kill a workmate. An immoral decision by a CEO may knowingly bankrupt an employee.
But that’s not the whole picture.
What also matters is whether you care.
You may care about the consequences on the other person, or you may not.
The upshot is that everyone needs to know their actions matter, whether or not on purpose. Purpose is not a precondition to consequences.
