Service is about how your organisation interacts with the outside world.

Integrity exists when your organisation does what it sets out to do. Integrity is the exectution

Discover what you don’t know about
your compliance, sales, and service

Reveal the truth about customer experiences

Customer feedback is important, yet it is strategically limited. 

Customers often don’t tell you the truth, and they may give unreliable superficial information tainted by poor memory or emotion.  They also don’t know what is profitable to you.

Customers could be walking out with a smile on their face, but empty handed. Furthermore, many manufacturers are one-step removed from the customer because they sell through retail partners.

Finally, customers are not trained to provide compliance feedback as to whether your correct processes are being followed.  

Our compliance, sales and service mystery shops give you an option to overcome these limitations.

Mystery Shopping since 2003

We’ve been conducting mystery shops in over 20 different industries and 200 clients since 2003.

Our clients have included companies such as Woolworths, ANZ, NAB, Commonwealth, Mazda, Lamborghini, Bob Jane, Google, Apple, Mastercard, Visa, Exxon, Caltex, Quest apartments and over 200 other companies.

We’ll bring all that experience to your program and allow you to compare with world best practices.

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mystery shops &
COVID Audits

What are they?

Compliance mystery shops allow you to measure the hidden pockets of your operation so you don’t have to just ‘hope’ the rules are being followed.

These programs identify whether your company is operating in full compliance with laws, regulations, professional standards, ethical practices and internal processes.

Why measure

Compliance issues can take down an entire brand.

Compliance mystery shops are a critical tool of operational, legal, and brand protection.

The act of measuring compliance in itself improves adherence beyond simply taking corrective actions. You get the outcomes you measure.

How we measure

It’s mystery shopping, but different.

We work with your internal experts to clearly define your legal and operational obligations.

Our compliance trained mystery shoppers are then filtered based on your criteria, and finally tested to ensure they understand the nuances of your requirements.

We understand there is no room for ambiguity in these shops. We’ll bring our experience measuring industries as diverse as banking to supermarkets to achieve precise compliance measurements.



Measure front-line sales staff

Understand exactly what’s happening at the point of sale.

Voice of the customer (VOC) data is useful but rarely covers the entire sales process. Our sales mystery shop programs fill the gaps and tell you why you may be missing sales.

Mystery shopping sales processes is appropriate where you employ front-line staff directly. The process can also be used where you are one step-removed from front-line staff, such as when you sell through retail partners.

Is your brand being recommended? Is your product even on the shelf or website? We’ll help you find out.

Why measure sales

Sales Mystery Shops reveal the blind spots.

Measuring the number of customers and sales is normal for all businesses but there’s a huge blind spot. What happens in between? Without mystery shopping it’s almost impossible to determine what happened between when a customer walked in the store and exited, especially if they didn’t buy

TThese blind spots exist for organisations that directly employ front-line staff, and manufacturers who depend on retail partners to sell the product. Either way, you can get detailed information on how the product is being physically represented, what’s being recommended and how the sale is being closed.

What to measure

Focus solely on the activities that affect your sales.

Retail sales mystery shops specifically measure activities that lead to a sale. They typically concentrate on the journey from the customer’s entry through to the sale point, with a focus on sales activities. They also address multiple distribution points such as phone, internet, and walk-in.



Mystery Shop the complete customer service experience

Go deeper than customer feedback.

Customer service mystery shops complement direct customer feedback to give a more complete picture. Our customer service mystery shop programs join the dots and tell you precisely where your customer service can be improved.

Mystery shopping customer service provides a measurable account of what your existing customers are experiencing.

Why mystery shop customer service?

Mystery shops provide context to your customer data.

Customer feedback surveys are a great barometer of service levels but they don’t provide context. Mystery shopping allows you to determine exactly where your problems exist and how to fix them.

Mystery shopping programs will also allow you to act on deep, unbiased information, untainted by personal agendas.

Furthermore, mystery shopping insights focus on information which leads to profit. Are staff connecting with customers? Are they knowledgeable? Are they closing the sale? Are they cross-selling? We’ll find out.

How we Mystery Shop customer service

From strategy to execution.

We will develop a mystery shopping program built on your current strategies and training.

Customer service mystery shops can be set up using a variety of distribution points in a wide number of industries (including B2B and B2C). These mystery shopping programs measure the human interactions and internal operational issues (e.g. queue times or follow-up etc.).

We will work with your operations and training teams to clearly define and map your customer service process so we can design a tailored program.

You’ll be able to determine exactly where to make changes to your operations and training budgets, thus providing massive ROI returns.