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.
Why did Australian retail sales drop 18% in March?
The pantry peak and toilet paper peaks have passed.
There’s not much left to buy. But there’s something else going on. There’s a total lack of confidence.
As I described to John Stanley on radio 2GB (below), our research shows that 64% of Australians are nervous about visiting crowded spaces.
Those states with the most COVID cases have the lowest confidence.
For example, 89% of Tasmanians (where there was a significant outbreak) are not confident in public places (stores).
Where are they going? Online.
37% of people will now shop more online due to COVID and it’s more pronounced with big spenders.
Those earning over $150K p.a. are now 52% more likely to spend more online.
How do you win back confidence?
Yes you need good processes, but if you have a store, you need to ensure you are operationally COVIFSafe. Customers will visit if they feel safe, that means following processes.
Our mystery shopping work has never been more important.
