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.
Australian financial institutions are under intense scrutiny as a result of the Banking Royal Commission.
There is an obvious important legal compliance element, but the story doesn’t end there. Customer experience audits are equally important.
We’ve put some of the legal and customer facing statistics together in the form of a customer journey.
Did you know that during the initial interview:
- only 52% of customers are told about upfront fees,
- 44% were offered a larger loan than requested, and only
- 40% of customers are given a credit guide.
To find out more about the state of Banking, click on the image to download.
To discuss conducting a private study, please contact us click here.
