Retail Mystery Shopping

Mystery Shoppers in Retail

A Decade in Service

Retail mystery shopping in Australia is a great way to make sure that your staff is doing the best job they can interacting with your customers. 

For example, a mystery fashion shopper might pop into a clothing store to buy clothes and interact with your sales team, then report back to you on their experiences in your shop.

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Benefits of Mystery Retail Shopping

You may be aware that industries that use mystery shopping tend to be restaurants, hotels, brick-and-mortar shops, and other service-oriented businesses.

Do you know, however, why it is that these businesses use this service? Mystery grocery shoppers and other mystery customers assess business elements with objectivity and professionalism, and they don’t have any ties with their clients that might alter their observations or reports. Here are a few key reasons to take advantage of this service for your business.

  1. To evaluate your staff. You’ve trained your team to do their jobs, from customer interactions to cleaning and restocking. However, how do you know if they’re doing as you’ve instructed? By using a mystery shopper, you can assess their performance and ensure that they’re carrying out their roles in ways that align with your business goals.
  2. To scope out the competition. It’s always smart to be aware of how your business is doing compared to others in the area. You can use a mystery shopper to assess a competitor and provide valuable information on their daily operations, how customers respond to their brand and the behaviour of their staff.
  3. To review internal procedures. Why would you use mystery shoppers when you could simply use your employees for reports and feedback? Employees often have biases that may hinder their ability to identify areas that need improvement. They know that drawing attention to areas that need correction will mean more work for them. Mystery shoppers have no such biases and will report honestly.

What Sets Us Apart

Mystery shopping works – if you use the right company. Mystery Management offers experienced mystery shoppers who do their job well, and we have the satisfied clients to prove it. Here are a few things that set us apart from the competition.

  • We have 15 years’ experience. Although the name Mystery Management is just a year old, we have 15 years’ experience in the mystery retail shopping industry, and we bring this experience and our passion for quality work to every job.
  • We know each shopper personally. We know every person we work with individuals and train them face to face, not online. We know exactly whom we’re sending to your establishment – people handpicked for their professionalism, experience, and capabilities.
  • We are client-oriented. To ensure that you get the best results possible, we assign shoppers to industries in which they have experience, and we don’t let our shoppers return to the same location within three months. We also provide detailed, customised reporting.
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About Mystery Management

At Mystery Management, we believe that “it’s not what your regulars say; it’s what your customers think.”

That’s why we send undercover appraisers to businesses like yours for incognito interactions with your workers to report back to you about the quality of the service they receive. We have consultants in all major cities, including Brisbane, Melbourne, Sydney, Adelaide, Perth, Hobart, and Darwin. We’d love to help you assess your staff and operations and optimise your business for success.

Louise Heffernan
Owner and Director

22 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
2,000+

We are Team of more than 2000+ 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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