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.
Retailers are trying to do the right thing by providing hand sanitiser stations. But consumers seem oblivious.
Only 17% of people in the COVID-19 world are sanitising.
We’ll be releasing more details of our 2,521 observations in the coming week. Brands (Australian) observed were Bunnings, Coles, Chemist Warehouse, Kmart, and Officeworks. The brands are trying to do the right thing. But consumers are not.
We also look at whether staff were directing traffic to sanitise, what effect that has, and the effect of herd mentality (not in the immunisation sense).
Scary statistics.
Let those who have not sinned cast the first stone.
