We exist to reveal the truth about customer service, sales and operations — to solve the problems when processes are not followed and sales are lost.
Because bad data leads to bad decisions.
We’ll share our experience from helping over 100 organisations from all types of industries.
We're proud to have served a side range of global and domestic clients.
We'll bring all our experience and enthusiasm to develop your program.
Our core mystery shopping programs give you depth of data, which can be mixed with broad voice-of-the-customer tools.
Use our mystery shoppers to give detailed prompted insights.
Our qualified field force can be used to provide nation-wide audits.
Use our systems to coordinate your staff site inspections. More text?
Get instant feedback from your customers through your loyalty app.
Monitor all social media and manage responses, down to store level.
Collect customer feedback and overlay it with mystery shopping and social media.
Your bespoke program will be developed by using the best practice from around the world.
We’ll then reveal the truth about your operations with our experienced shoppers and team.
You’ll be able to make optimal decisions based on solid data. You’re done with the guess work!
If you want to ask questions, feel free to book an appointment.
Find the return on investment of mystery shopping in five minutes.
Some businesses measure everything. Customer satisfaction. Wait times. Conversion rates. Complaints. Staff performance. Repeat visits. Average transaction value. There are dashboards, reports, surveys and weekly
From behind the counter, the café probably looked busier than ever. Delivery drivers coming and going. More orders appearing on the screen. Coffee machines running
Some cost cuts save money immediately. Then cost far more later. That is the part businesses often miss. When conditions tighten, the pressure is usually
One of the biggest fears of many executives is that the strategy isn’t executed as intended. It’s a long way from the corporate board room to the cashier desk, operated by a young part-time employee.
We’ll leave the strategy to you, and besides, the world has plenty of strategy experts. We created service Integrity to measure the exact places where the business is operating differently from the strategy.
The Service and Sales provided by staff have to be in line with the strategy. Everyone’s actions must be true to the strategy; they must have integrity, which is why we called our company Service Integrity.
Any organisation can use Mystery Shoppers, but it might be easier to use friends and family in some cases. We service organisations with a large footprint over many customer interactions.
Setting up a program requires considerable resources, making it difficult for smaller companies to justify the cost. Once a company has 20 sites, the math starts to work in favour of mystery shopping.
We’ve built up a great diversity and depth of shoppers over 20 years. But we continue to recruit on Social media and referrals.
Most programs take around two weeks to set up. In some cases, we’ve set up in two days
After you’ve given us the approval to proceed, the steps are:
There aren’t any contracts. You keep us engaged for as long as you are happy with the service. Naturally, we can provide confidentiality agreements as required.
There are three main components to mystery shopping programs.
A common question is: should I shop each store once a month, quarterly, six-monthly, or once-off?
That depends on the purpose of the data.
Annual / Once off shops are appropriate for organisations looking for system-level data (e.g. sales manager wants to know the overall level of cross-selling)
Semi-annually for organisations that want to measure the impact of major projects. For example, before and after training rollout.
Quarterly evaluations for organisations that want to undertake regional rankings. At this level, it’s also appropriate to commence store level coaching based on results.
Monthly evaluations for store-level rankings, individual store ranking, and individual employee coaching. Monthly evaluations also allow store managers the opportunity to form a frequent cadence of reporting feedback.
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.