How Mystery Shopping Works

How Mystery Shopping works

Take a glimpse at the inner works of our Mystery Shopping formula.

Survey design

We work with you to develop a mystery shopping survey that reflects your organisational service or sales challenges.

We offer bespoke surveys tailored to your specific needs, developed in partnership with Lonergan Research.

Shopper evaluation

Our hand-picked mystery customers will visit your premises, call your staff or visit your web site to provide an independent service assessment based on your specific scenarios.

We pilot-test the survey before rolling out the remaining visits.

We require shoppers to complete a report within 24 hours after the Mystery Shop.

Report preparation and delivery

In particular, we check and validate every survey for quality. We then offer them online usually within 2 working days of completion of the visits. The results are converted into an easy to read report that includes performance ratings and an action plan for improved performance.

Reports will be delivered by email and are also available through the online client portal. In addition, a dashboard helps you to understand group performance at a glance.

We are capable of preparing more complex customer voice trends and performance analysis if required.

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