Established 2006

About us


Active Handpicked Shoppers


Monthly Site/Transport Visits


Fulfillment Rate EVERY TIME


Venues & stores nationally

A Decade 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.

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 Team of more than 2000+ Mystery Shoppers spread across australia.

Our administration team comprises of 11 staff, we have dedicated editors that are assigned to different sectors of the business. To ensure consistency our editors are specialised in their own sector allowing increased knowledge and market news. Our Admin team started out as Mystery Shoppers as well as editing they are all still out in the field today.

Louise Heffernan
Owner and Director

25+ years of experience with a demonstrated history of working in the Hospitality industry. Skilled in Management, Gaming, Food & Beverage, Business Planning, and Coaching.

Tahnee Roden
National Operations Manage

First in command, Senior Mystery Shopper(hence the hidden identity), and a management specialist, Tahnee efficiently handles the day-to-day operations of the business, which includes managing, and scheduling our shoppers & face-to-face interaction with our clients. 

Bhavik Hingu
IT Manager/Development

Bhavik is the brains behind our software, from inception he has efficiently handled the day to day software and development which is the heartbeat of our business, this includes the management and development of new technology. 

Mystery Shoppers

We utilise more than 8000+ Mystery Shoppers spread across australia.

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

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We are proud to have meaningful, ongoing relationships with the businesses we work with

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