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.
“I am quite disgusted that you (Service Integrity) would deny a report based on the fact the concern was raised before the fitting room and not after.”
That’s part of a long complaint from a Mystery Shopper after we rejected her Mystery Shop report. She was truthful, she was detailed, and she had the best intentions. But, she didn’t follow the instruction, we rejected the customer service evaluation and copped her wrath,
Why?
All clients want good quality. Delivering quality has a price, especially in Mystery Shopping.
Our problem is that we piss some shoppers off.
The client specifically said they wanted a purchase objection raised after going to the fitting room, not before. The reason is irrelevant.
To the Mystery Shopper this may have been unimportant, and we could have let it slide, no one would have known.
Integrity is about doing the right thing even when no-one is looking. I’m proud of my staff for making their work harder, but doing it right.
Integrity, like quality has a price.
“I am quite disgusted that you (Service Integrity) would deny a report based on the fact the concern was raised before the fitting room and not after.”