Are you a retailer? Let us reveal the truth about your customer experiences
Customers often don’t tell the truth, and they may give unreliable information tainted by poor memory or emotion. They also don’t know what is profitable to the retailer.
Customers could be walking out with a smile on their face, but empty-handed. Our clients lean on our 20 years experience in finding the truth so they can take bold actions and be confident of their decisions. The truth matters.
WHO IS SERVICE INTEGRITY?
Service Integrity Mystery Shopping is an Australian owned mystery shopping company operating throughout Australia, New Zealand, China, Hong Kong, Japan and South Korea.
Established in 2004 and headquartered in Wollongong, Australia, we have over 50,000 registered shoppers. Our shoppers regularly evaluate a wide variety of organisations, thus providing crucial feedback for our clients to improve their sales, compliance and service delivery.
Become a Mystery Shopper
What is Mystery Shopping?
Mystery Shopping is a standard / anonymous form of Market Research. It provides a way for companies to gather information about their business to improve customer service, training and overall operation. This information allows companies to turn their service vision into reality.
What does a Mystery Shopper do?
Anonymous Shoppers pose as ordinary customers and evaluate the business based on service, cleanliness, quality and other factors that the client may require. As a part-time Independent Contractor (not an employee), you receive detailed guidelines for each shop you choose to accept.
Shoppers login to the Shopper website and either accept or decline available assignments in their area. Service Integrity do not allocate assignments, or pressure Shoppers to accept
assignments that don’t interest them or they are uncomfortable with.
Registration is free and you can ask to be removed at any time. Shoppers are not locked into contracts.
What are the requirements for being a Mystery Shopper?
All you need is internet access, an eye for detail and a little spare time. Shoppers also need to be over the age of 18.
What kind of shops might I do?
Service Integrity organise evaluations for a variety of businesses such as banks, fast food establishments, restaurants, pharmacies, computer stores, clubs, phone companies, fashion stores, retail outlets, etc.
What will I get paid?
Mystery Shopping is not a fulltime job that pays a wage or salary. Shoppers are part-time Independent Contractors who get paid a set rate or reimbursement for each shop completed.
Shoppers are paid (for all approved shops completed in the previous calendar month) once a month by Direct Deposit into a nominated bank account. Approved shops are those that have been completed in the correct timeframe and where the current guidelines have been followed.
Our payments are broken into 2 categories:
This type of payment occurs when we ask you to evaluate a business and not make a purchase. i.e. Car Dealer, Real Estate Agent, Bank, Financial Institution, etc. You would be paid for assessing the company and completing the questionnaire.
This type of payment occurs when you evaluate a business and make a purchase. i.e. Ladies / Men’s fashion retail stores, Restaurants, Coffee Shops, etc. As payment for conducting the shop you would keep what you purchased and Service Integrity would reimburse the amount spent (up to the specified amount) for completing a questionnaire. Please Note: The maximum reimbursement amount can be viewed prior to accepting the assignment.
How do I become a Mystery Shopper?
It’s easy! There are 3 simple steps to become a Mystery Shopper with Service Integrity:
1. Click here to submit your application.
2. If successful, you will be sent an email with your login ID and password.
3. You are now able to login to our Shopper website. Here you can view and accept shops that are convenient and interest you.
What happens to my personal information?
What if I am unable to do a shop?
We understand that our Shoppers are busy and can’t always accept assignments. Shoppers who accept assignments that they cannot complete are asked to notify us or cancel them on the website. Shoppers are not penalised for declining or cancelling assignments.
Mystery Shopper at Service Integrity | Mystery Shopping in Australia | Secret Shopper
Table of Contents
SCHOOL OF SHOP
CLIENT REPORTING WEBSITE | SHOPPER WEBSITE | SHOPPER REGISTRATION
We released our first Mystery Shopping program in 2004. Since then, we have mastered the art of program design, and use it as one of the three key elements of Behavioural Evolution.
To run a world class Mystery Shopping program you need to be sure the correct questions are being asked. We use Neuro-science to dig into your customer’s collective sub-conscious buying behaviours to find out what’s important to them.
This insight is then used to ask the right questions in the Mystery Shopping program as opposed to measuring what you think is important to your customers.
The final layer is to use the same approach with staff, so you can teach them exactly how to sell to your customer’s specific requirements. We do this in a way which acknowledges the personality of the staff member.
UNDERSTANDING WHAT YOUR CUSTOMERS ARE THINKING
The problem with surveys
Many companies worry that their surveys are missing the mark. Well they are right to worry.
People don’t buy solely on robotic logic. The problem is a lot of surveys ask the same old logical questions in a vein attempt to measure emotions.
Furthermore customers may be unwilling to give accurate feedback. Even worse, the customers might not know why they act as they do. Our solution is to incorporate the latest discoveries in Neuro Science to identify patterns showing what’s really going on in your customers’ minds.
Customers are complicated. Why do they choose you?
You probably spend untold energy defining your Brand, product, convenience, look, feel and… the list goes on. Your strategy defines how you interact with the outside world, but it doesn’t answer all the questions. You can’t know what’s happening in your customers’ minds. Until now.
Neuro Shop goes deep into unlocking the reasons why your customers buy. You will feel like you are reading their minds.
Once you know why your customers buy, you can set up the service offering to specifically serve them and attract others. More importantly, we’ll help you measure the things most important to them to make sure you’re on track.
Asking the right questions
Your measurement tools should ask questions relevant to your customers.
Everyone wants to collect customer data, but data doesn’t become insight unless it’s relevant. Irrelevant data has a financial cost which is further compounded by the cost of potential missed opportunities and misguided strategy.
So how do you know which questions to ask?
One thing is certain, it’s no longer OK to ask the same generic customer satisfaction questions. We’ve moved on using Neuro Shop.
Neuro Shop will identify the exact touch points and triggers relevant to your customers based on their sub-conscious buying behaviour.
We’ll help you focus on the specific triggers which affect the relationships you have with your customers.
REGISTER AS A MYSTERY SHOPPER!
DISCOVER WHAT YOUR CUSTOMERS ARE EXPERIENCING
Reveal the truth
“Truth is like the sun. You can shut it out for a time, but it ain’t goin’ away” ~ Elvis Presley
In our experience, the truth is hidden either intentionally or unintentionally. We won’t dance around the truth or tell you what we think you want to hear.
A properly run Mystery Shopping program will cut through all the noise and filtered reporting. We’ll provide a direct and deep account of your customer experiences.
We’ll help you confirm what you already knew about your business, disprove what you thought, or discover something you didn’t know.
Unfortunately, a lot of customer service feedback is ad-hoc, immeasurable, and negative. Emotional reactions of staff and customers make the situation even more dark and confusing. We’ll give you regular feedback as numbers that can be measured and still maintain a balance with consumer insights.
Sometimes you can’t be sure if you are dealing with a one-off issue, or a systemic problem. Our programs enable clients to pinpoint exact problems and take direct corrective action.
But, feedback isn’t just about the negative. We’ll help you clearly recognise your Rockstars to encourage and reward their awesomeness.
“The best vision is insight” ~ Malcolm Forbes
Getting accurate numbers is one thing; to see what they mean is another.
In addition to finding facts and truths, we help you get behind the numbers to understand what they mean. We’re in a unique position to do so because of what we’ve learnt from running tailored programs over the last 10 years. We know what works, and what doesn’t. The insights are there, and we know where to look.
Our discovery process is tested and proven through experience, and is shared only with our clients.
With an insightful program you will see the relationship between Mystery Shopping results and sales, complaints, or even benchmark against other best practice companies.
FIND OUT WHAT CUSTOMERS EXPECT FROM YOUR STAFF
Mystery Shopping provides the most direct route to targeted staff training.
Rather than shoot a proverbial gun in the dark, our Mystery Shopping program will shine a light on exactly where you need to focus training.
We can either work with your training department, or your staff directly to optimise training dollars. Stop wasting money!
Teach your staff to speak
“A superior man is modest in his speech, but exceeds in his actions.” ~ Confucius
You don’t want staff to ramble, and you don’t want silence.
Sure all customers are different, but, your customers are also different to your competitors’ customers. You need to make it easier for staff to talk to your customers by revealing what your particular customers want to know.
Teach your staff to work together
You can go beyond understanding your customers and also better understand your staff. We use Neuro Shop to profile your staff to help them understand themselves better, but also each other.
We’ll work with your staff so they can make sense of everyone’s crazy personalities.
“Give light, and the darkness will disappear of itself” ~ Desiderius Erasmus