Mystery Shopping for Care Homes, Nursing Homes, Assisted Living & Retirement Villages

Mystery Customer is the flagship senior living Mystery Shopping company in Australia, specialising in Mystery Shopping for Care Homes, Nursing Homes, Assisted Living & Retirement Villages.

We have a broad range of trained, experienced mystery shoppers in Australia and New Zealand. They can be segmented via location, age, gender, and education.

We tailor surveys to client needs using state-of-the-art software. We can produce online reports by individual locations, regions, and state, and national levels. We can measure trends and improvements over time.

Happy clients include Care Homes, Nursing Homes, Assisted Living and retirement Villages across Australia and New Zealand. We are experienced in working with care providers of all sizes, nationwide, regional, and local, and can apply our professional insight to help shape your research and maximise the return on your investment.

We specialise in senior living Mystery Shopping for:

  • Care homes
  • Retirement homes
  • Nursing homes
  • Assisted living communities
  • Retirement villages
Mystery Shopping for Senior Living

Mystery Shopping for Senior Living

What is Mystery Shopping for Care Homes?

Mystery shopping for care homes involves the use of undercover evaluators to assess the quality of care and services provided to residents. This approach allows care homes to gain valuable insights into their operations from the perspective of residents and their families. The concept is similar to mystery shopping for retail or hospitality businesses, but it is tailored to the unique needs and challenges of care homes, nursing homes, and retirement villages.

The primary purpose of mystery shopping in care homes is to evaluate the overall experience of residents and their families, identify areas for improvement, and ensure that staff members adhere to established standards of care. Unlike traditional feedback methods such as surveys or direct feedback, mystery shopping provides a more objective and in-depth assessment of the care home’s performance.

The Benefits of Mystery Shopping for Care Homes

Mystery shopping for care homes offers a range of benefits, including improved care quality, staff accountability, and competitive advantage. By following best practices and addressing potential challenges, care homes can effectively leverage mystery shopping to improve customer experience and convert more business, enhance their operations and build trust with residents and their families. Continuous evaluation and adaptation are essential in the care industry, making mystery shopping a valuable tool for ongoing improvement.

Improving the Quality of Care and Services

Mystery shopping helps care homes maintain high standards of care by identifying areas that require improvement. This proactive approach ensures that residents receive the best possible care and support.

Identifying Areas for Improvement

By uncovering specific areas that need attention, mystery shopping enables care homes to address issues promptly and effectively. This continuous improvement process contributes to the overall enhancement of the care home’s operations.

Enhancing Staff Performance and Accountability

Mystery shopping encourages staff members to consistently deliver exceptional care, as they are aware that their performance is being evaluated. This accountability leads to improved staff morale and a more positive work environment.

Building Trust and Confidence with Residents and Their Families

When care homes demonstrate a commitment to quality through mystery shopping initiatives, residents and their families feel reassured and confident in the care provided. This trust is essential for maintaining strong relationships with residents and their support networks.

Gaining a Competitive Edge in the Market

Care homes that consistently deliver high-quality care and services, as evidenced by mystery shopping evaluations, can differentiate themselves in a competitive market. This can lead to increased referrals and a positive reputation within the community.

How we conduct Care Homes, Nursing Homes, Assisted Living & Retirement Villages mystery shopping visits

Mystery shopping is extremely valuable to care home operators, helping to ensure consistently high standards in all areas that are important to their customers.

Customer service, cleanliness, and consistency are extremely important, and serious deficiencies in any of these areas can cause your business to lose potential clients.

Our mystery shopping services examine and assess any of your customer touchpoints:

Customer touchpoints we cover:

  • Initial Phone inquiries
  • Initial site visit
  • Onsite in-person visits


Mystery Customer specialises in helping fast food restaurants measure and improve their customer experience both in-person and online ordering.

  • Measurement of customer service quality, performance and quality standards
  • Gaining insight into employee performance, customer experience and satisfaction, and overall brand perception from a customer perspective
  • Successfully engage new customers and ensure customer loyalty
  • Identify processes or practices that are complicated or difficult for the customer to understand and determine whether followed standards are important to the customer.

We can help you devise a suitable mystery shopping campaign that helps identify areas for improvement.

If you would like to find out more or see our reporting platform in action why not contact us? Our experienced food and beverage mystery shopping experts will be happy to support you.

Scroll down to get in touch with us.

Increase Service Delivery

Improve Customer Satisfaction

Grow Sales

Boost Your Bottom Line

Projects Completed

Each one a unique voice of the customer

Years in Operation

Established 2001

Number of Clients

Chances are we’ve got your industry covered

Get in touch


Mystery Customer
Level 3, 533 Kent St
Sydney NSW 2000

Office Contact

PO Q890
Queen Victoria Building
Sydney NSW 1230


Ph: 1300 601 234