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.
As a Mystery Shopping company we see a lot of shit.
Here are some examples:
“The staff member suggested I go to [competitor] because they are a little cheaper”
“The store was closed at lunchtime although the trading hours say they should be open”
“The staff member didn’t give me a receipt and seemed to put the cash in a different drawer to the cash register”
“The staff members were talking amongst themselves and ignored me despite my eye contact. I walked up to ask for help and they simply pointed to the shelf I was already looking at”
Find the truth and, then decide what to do with it. Otherwise you will fix imaginary problems and ignore the real ones.
Don’t believe that you know the truth. Reality is rarely what you believe. Rarely.