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.
So, How do you get a staff member’s name when Mystery Shopping?
It’s tough sometimes. But the client “needs” it.
If only they had name tags. And of course sometimes staff members even swap name tags, just for laughs. Isn’t that annoying. So what to do?
1. Indirect entry
As a customer just walk up and say “Hi, I’m Steven” – they will almost always give you their name without you having to ask.
2. Apologetic
“Sorry I didn’t get your name?”
Intentional question mark used there. Like you can’t remember if you got it or not.
3. Pander
“You’ve been really helpful, when I come back can I ask for you if you’re not around?”
4. Indirect exit
“Thanks ummm – sorry I forgot your name”
They’ll give it to you
5. Be direct
“Thanks for your help, what was your name again”
