Secret Shopper Services for Transportation

Public Transport
Spy in Australia

the new James Bond for businesses

Knowing how your customers feel about your company, what it offers and your staff behaviour is a tricky thing to research.

Public transport is only one challenging sector to monitor, so let us employ a public transport spy in Australia to monitor your drivers on their routes without them knowing. 

Many of your regular customers already have a relationship with your staff and may be receiving better service than someone trying you out for the first time. If your team expects to have their service monitored, they are not going to behave normally. We have incognito consultants who blend in with your other customers and observe your staff on an average day. From the information gained we can advise you which staff members require more training and in which areas, who is going the extra mile to satisfy your client to bring repeat business and we can work out strategies to help your business grow and make more profit.

Enquire now

What sets Mystery Management Apart

We employ a range of mystery travellers who blend into your business to find where you can improve your service for your clients.

Our services are not just for business owners but for the public sector too. Public transport operators are making use of our travelling spies to secretly travel on trains, trams and buses and provide feedback so we can help improve the public travelling experience for everyone. This practice will help Australia’s public transport sector’s maintain high standards and gain an excellent reputation worldwide.

  1. Our mystery bus riders in Australia complete questionnaires on a variety of their experiences. A few examples of what they report on include, bus stop cleanliness, bus arrival times, bus presentation, the journey, the driver and the facilities for passengers with special needs.
  2. Mystery train passengers in Australia report on the comfort and cleanliness of the train compartments. This information provides the Public Transport sector with insight into how people feel about using public transport and the areas where they can do better. We report on the knowledge of the ticket office staff, staff uniform presentation and cleanliness of stations.
  3. Our shoppers and travellers undergo an intense induction and training process to ensure they can adapt to your unique requirements.

Related Services

Our contractors are not limited to assisting the public transport sector. We also offer our services to the retail, security and hospitality sectors.

  • Our mystery shoppers and travellers analyse your entire business module from an objective point of view. This hidden inspection helps you gain a more accurate idea of how well your team understands your business and clients and identifies areas and personnel that require improvement.
  • Some of our services include mystery shopping, customer satisfaction surveys, price checking and merchandising or promotional audits.
  • We aim to increase your business by 40 percent with a private audit analysing the complete structure of your business.
Make an enquiry

About Mystery Management

Our company developed from a one-woman company that assisted with hotels marketing and promotions.

By dealing with several different venues, we gained invaluable insight into what excellent customer service means and how to get more bookings and sales. Mystery shopping became the solution to figuring all of this out.

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

Get started

We’d love for you to join our family

Over the past 18 years, we have grown to provide our services to over 700 venues and stores nationally. Contact us today and let us help grow your business.

Join Us Now