Don’t throw away half your sale leads

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.

Imagine throwing away half of your leads?

Oh, I know you’d never do that.

Maybe you’re a small business that intimately knows everything that’s going on.

Perhaps you’re a big business with big processes.

I’ve heard it all. And yet, this is the reality I see way too often.

Behind the curtain of a Mystery Shop

Here’s a behind the curtain look at real sales audit mystery shopping data for big ticket B2B phone sales.

The scenario requires a secret shopper to make an initial call and a follow-up made by an expert.

The shopper calls, speaks to reception, then a meeting is made with a call consultant. The consultant (or someone) is then supposed to call back within a few days.

The process is very well spelt out and extremely detailed. Our job was to mystery shop the call centre and see how the strategy is being executed.

Here are the secret shopper results!

55% of calls go to voicemail (huge).

Mystery Shop calls going to voicemail

But 40% of those couldn’t leave a voicemail (22%/55%). True story.

24% of the callers had to wait 3-5 business days for a response and 9% never got a call back.

Secret shopper waiting for call back.

But if you ask the customers who got a call, they were reasonably satisfied because the staff were ‘nice’.

‘Nice’ doesn’t tell the whole story. Here’s where it gets horrendous.

There is supposed to be a followup call within a few business days of the main consultative call.

81% of people never got the follow-up call.

Mystery Shopping follow-up call

The company has very precise and detailed customer journey maps, but they are just not being followed. They had no idea.

Sales audit mystery shopping will help you find the other 50% of wasted marketing budget.

Get the data, don’t be fancy.

If you want to find mystery shopping companies in Australia, contact us here or search on the industry website.

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