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.
Yes! I.T. departments are in customer service.
Yes! Accounts departments are in customer service.
Yes! We are all in service.
Exposed by a simple problem
We recently had a problem doing a simple transaction uploading a Bank Payment file.
For some reason we were getting the weird error above.
The bookkeeper at my mystery shopping business had spent the morning trying, and I invested the whole afternoon.
I called the bank in sheer frustration. Maybe they could help me?
To my horror, I found out that the upload system had been down for weeks and might be down for another two weeks.
What?
Everyone should have service foresight
No-one in the IT department had the foresight to put a small message on the page to say there was a problem, not spell out the workaround.
It would affect hundreds of business customers. It was a silent inconvenience.
