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.
How much does a store’s COVID practices affect buying behaviour?
82% of our 700 consumers polled said they’d change their buying behaviours if not confident with the store’s hygiene.
In my previous post I shared a poll showing that 63% of people are not confident in crowded places.
Consumers reflect their caution in their expected buying behaviours.
If you thought things would trickle back to normal, think again.
Customers will vote with their feet if they don’t see excellent hygiene practices.
Click here if you want to see how you can be COVIDSafe with a COVIDAudit.
