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.
Here are some scary real life statistics from a client who sells in the B2B space.
We have just conducted 40 Mystery Shop enquiries to a B2B software provider who sells business analytics.
It’s high-brow stuff at a high price, for which they spend a fortune on advertising.
13% of enquiries don’t get a call-back… ever!
33% don’t get a call within 2 business days.
The cost of these wasted leads should be added to the marketing acquisition cost.
How do you fix it?
3 steps.
Define a well-communicated process.
Train staff
Track
Of course Mystery Shopping is still a big part of tracking. it still remains one of the few (only?) ways available to find the truth about marketing sales funnel mechanics.
Oh this couldn’t be you, I know, that’s what the client said before we started.
Though I know this client employs rocket scientists, it’s not rocket science.
