(02)9522 6965
loginEstablished 2006
About us
9000+
Active Handpicked Shoppers
3000+
Monthly Site/Transport Visits
100%
Fulfillment Rate EVERY TIME
3000+
Venues & stores nationally
Almost 2 Decades
in Service
Established in May 2006 as Girl Friday Solutions, we started out as a one-woman show – working with hotels that needed someone to assist with marketing and promotions on a part-time or contract basis.
Working with such a wide range of venues gave us invaluable insight into what good customer service means, and why a lot of businesses struggle to raise that bar – and in turn, get more bookings and make more sales.
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Regulars can’t give objective or unbiased feedback, because they get better service by default (there’s a relationship between them and the staff). Online reviews are unreliable, as people generally only leave them when things are great or terrible, and tend to be infused with emotion. As a result? Owners and managers can struggle to see where they’re crushing it, and where they need to improve.
Ideal solution
A way to get clear, detailed, to the point feedback from someone who experienced your business and team on an average day.
It was so powerful and made such a huge difference that over time, our business started to shift until we were exclusively providing this service – and needed a name change! Fourteen years on renamed Mystery Management, we are now providing mystery shoppers to over 3000 venues and stores nationally – businesses of all sorts and sizes. Some of our clients include airports, liquor stores, pubs, RSLs, clubs, restaurants, bars, cafes – we even serve security companies and public transport providers.
Our team
We are a network of 9,000+ Mystery Shoppers across Australia, delivering consistent, nationwide coverage across a wide range of industries.
Behind the scenes, our experienced administration team ensures every project runs smoothly – from briefing and scheduling through to quality control and reporting. Our editors are aligned to specific sectors, allowing for deeper industry knowledge, stronger insights, and greater consistency across all client deliverables.
Many of our team members began as Mystery Shoppers themselves and remain active in the field today, giving us a practical, on-the-ground understanding of the customer experience.
Leadership
Louise Heffernan
Owner & Director
With over 25 years of experience in the hospitality industry, Louise brings deep expertise across management, gaming, food & beverage, business planning, and coaching. Her hands-on leadership has been instrumental in shaping the business into a trusted national provider.
Our Capability
Supported by a national operations team and advanced reporting technology, Mystery Management delivers scalable, consistent results across Australia.
Our technology and processes are designed to streamline project delivery, enhance data accuracy, and provide clear, actionable insights - ensuring our clients can make confident, informed decisions.
Mystery Shoppers
9,000+ Nationwide
Our extensive network of Mystery Shoppers allows us to deliver flexible, large-scale programs with localised insight - ensuring quality and consistency, wherever your business operates.
Brands we work with
You’re in good company!
“Mystery Management has helped us deliver a Mystery Shopping Program that delivers tangible feedback on our performance for every aspect of the customers’ journey. With a motto of “anything you want, we can make happen”, they’ve been an absolute pleasure to work with”
Sarah Young / Transit Systems
“Sydney Ferries operator, TransDev, has been working with Mystery Management since 2016. The professionalism, flexibility and data robustness Mystery Management has demonstrated and provided to our organisation is second to none. ”
Anne-Laure Saluden / TransDev
“Mystery Management has played a major part in the Thomas Hotels customer service success, the program has helped the Management create a culture of accountability among our frontline staff and has focused our manager’s responsibility for each area of their Hotel.”
Chris Thomas / Thomas Hotels
“Mystery Management have become acritical part of the way we deliver service. The reports they deliver are easy to digest and Lou and the team are great to work with. Highly recommended.”
Hamish Watts & Ben Carroll / AppleJack Hospitality
“Mystery Management has provided valuable feedback for our business. We have been able to evaluate our current systems, improve our internal procedures and develop new programs for our security officers and clients.”
Martine Masseh / Urban Protection Group
Get started
We’d love for you to join our family
We are proud to have meaningful, ongoing relationships with the businesses we work with
