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.
I love the outdoor clothing brand Kathmandu. It’s my go-to clothing brand (feeds my delusions of youth and fitness).
I recently had to contact their customer service about the loyalty program. Here’s the automated response below.
Telling people it will take just over 4 business days to respond is not OK. Yes yes setting realistic expectations. Maybe they are trying to over-deliver? (not as clever as it sounds)
There is no situation where this is acceptable.
Hire the people. Hire them in Parramatta, Philippines or Palmerston North. Just get some warm bodies on the job taking care of the simple enquiries.
Would love to mystery shop them. Maybe I just did.
Some things are plainly unacceptable. I wonder what I’m doing plain wrong in my business?
