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.
A comedian can’t get on stage and say, “laugh at me, I’m funny!”.
They have to prove it. They have to tell jokes.
But how do you do that when you run something as innocuous as a mystery shopping company?
One way is external validation.
We’re proud to announce that once again Service Integrity has achieved Mystery Shopping Providers Association Elite status for 2026.
Service Integrity is one of only two companies in Asia Pacific to reach this status. To do so isn’t easy because it mainly depends on how a company contributes to the industry. This means investment of time and money as well as being known as a great provider.
I can’t get on stage for you here, but I’ll take the proxy.