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.
I can’t understand the recruitment policies of department stores.
You’ve probably experience this yourself.
Sunday afternoon, hardly anyone around, and staff standing around behind the counter or just standing at attention in the middle of the floor.
It is the staff member’s job to approach customers to welcome them and ask them what they are looking for.
In this difficult situation, my wife was walking around looking to spend as a treat.
There is money to be spent, having made the trip to the big city.
This is not an abnormal situation. We see it all the time in our mystery shopping business.
Selling on the floor is like selling on the phone. You have to approach people and be prepared to be rejected or brushed off. But that is the job.
The job is not to stack coathanger.
We left empty handed.
