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.
It’s one thing to be “coming out of restrictions”, it’s another thing for customers to ‘want’ to be spending money.
Will there be a rush to malls?
Will there be a rush to other public places?
We surveyed 670 consumers and found they are more skittish than you’d think.
If you want the customers, make them feel safe.
- Make purchases quick
- Go over the top with prominent safety features
- Train your staff practice safety
- Monitor your CovidSafe practices
We’re starting mystery shopping of these practices all over Australia and look forward to sharing the results.