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.
An iconic Australian department store (DJ’s) is doing its best Blockbuster impersonation.
They are reducing two Sydney flagship stores to 1, and eliminating 6 floors.
Profits have been declining every year for 15 years (lightening reaction times).
Online sales rose 46.8 per cent and now account for 7.7 per cent of total sales.
But they call it a “retail recession”. 15 years is not a retail recession. More like a crusty brand recession.
The wonderful DJ’s service was legendary, but the legend is built around invisible staff and awful service.
Service counts more than ever in physical stores but it’s the place they cut.
They had/have a chance to fix it if they become an iconic.com.au but they are probably cooked.
They saw their purpose as a multi-brand landlord, but they should have considered themselves to be a multi- brand marketplace.
This would have enabled them to pivot to online.
When service and purpose clash it’s like waves crashing on an outgoing tide.
