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.
If the customer doesn’t know why they made a decision, how are you supposed to help them make it?
There are three factors at play:
1) the rational brain (which isn’t really used that much)
2) emotional drivers (moods and feelings)
3) contextual drivers (we aren’t always the same person).
So how are we supposed to be empathetic? Somehow cruising down the Amalfi coast with gold chain dangling is relevant. The trick – don’t judge others based on your current contextual situation.