Service Integrity is owned by Felecia Bramble and Steven Di Pietro who have each been in the Mystery Shopping industry for over 10 years.

They have moved Service Integrity away from the very generic and simple programs found throughout the industry, to sophisticated and tailored programs specifically built with each client. They are now driving the industry into an even deeper understanding of consumer behaviour to ensure the right questions are being asked.

Felecia and Steven have been behind the Behavioural Evolution program made up of Neuro Shop, Mystery Shop, and School of Shop. This methodology has been developed within Service Integrity and is now being deployed around the world.


Steven came from the Banking industry having worked in retail banking and merchant banking at Macquarie Bank. In the Mystery Shopping industry he founded Service Integrity and has been actively involved in the peak international industry body, the Mystery Shopping Professionals Association where he served as a Director and President of the Asia Pacific chapter of the Association.

He has also been Vice-President of the Global Board. In his role Steven continues to educate other Mystery Shopping companies around the world on Best Practice.

Steven focuses his attention on the difference between strategy and execution, that is, why organisations don’t do what they intended to do.

Steven is married with three kids, loves great food and coffee, talks a lot with his hands and is obsessed with cycling (and therefore probably lycra).

Book Steven for a conference keynote


Felecia came from the fashion industry working in all aspects from operations to design. In the Mystery Shopping industry she has also worked from operations to design but now spends most of her time helping clients make long lasting changes in how their customers interact with staff.

Her operational strength means that the ideas can be implemented and are executed.

The staff assigned her the title “Boss Lady”. Enough said.

Felecia loves her two teenage kids (sometimes), retains huge amounts of useless information, and is obsessed with all things Vintage – especially 1940’s and 50’s fashion, furniture, and cars.

Her favourite colour is red. Red goes faster.

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