(02)9522 6965
login2000+
Active Handpicked Shoppers
3000+
Monthly Site/Transport Visits
100%
Fulfillment Rate EVERY TIME
3000+
Venues & stores nationally
Decades in Service
Mystery Management stands among Australia’s leading mystery shopping companies, specialising in client data collection, mystery shopping, and customer service analytics.
We’ve developed our own mystery shopping software, supported by our 7 satellite offices nationwide to ensure comprehensive coverage across all Australian states. With a strong focus on retail, hospitality, government departments, and transport sectors, Mystery Management delivers customised secret shopper service programs for our clients. Our secret shopper reports are designed to sharpen businesses’ competitive edge, enhance service quality, and ultimately boost sales.
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Mystery Management has a national database encompassing over 4,000 active staff. With over 18 years of experience as pioneers in Australia’s mystery shopping industry, we have served a diverse clientele, enabling Mystery Management to conduct visits to over 2,500 sites nationwide every month.
Services include:
Our proprietary software enhances our commitment to collaborate with your business. We ensure any changes to your workflow are implemented with due process and meticulous change management.
- Mystery Shopping Services
- Enhancing Customer Satisfaction
- Compliance Verification
- Cutting-Edge Software Solutions
- E-commerce audits
- Pricing Analysis Programs
- Website & Telephone Mystery Shopping
- Merchandising and Promotional Reviews
Advanced Reporting
You will have access to all data collected throughout the month via your own Mystery Management dashboard.
Our mystery shopping services are tailored to meet your unique business needs, ensuring that every secret shopper report captures data critical to your business requirements, KPIs, and objectives. As a leading secret shopper company, we utilise our specialised software to deliver reports after each assignment, accessible online or via email notification within 24 business hours. We also provide a detailed campaign report monthly for all key stakeholders to analyse and review.
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Dashboard features
Check in
Check in / out process, the shopper must check in via our software to confirm their location prior to and finishing any assignment.
Shopper access
Our shopper will have access to our software to record their experience straight after their visit so it’s fresh in their mind.
MM HO
Our shoppers flag anything urgent at your site with Mystery Management Head Office immediately. Should this happen you will hear from us straight away to remedy any on-site issues.
Personal dashboard for each site
Mystery Management also provides a personal dashboard for each site, enabling the manager to obtain data for staff meetings and to gauge their performance.
Site / Store Managers
There is a feature where the manager can send site operations a feedback form/action plan of their performance via the dashboard; this is great for accountability and highlighting top performers working within the store.
Check Lists, Incident Reports & Fix It
There are other features available on the dashboard that is free to use, these include Check Lists, Incident Reports and our new Fix It application.
Your Portal
Gauge the performance of each site in terms of compliance and customer satisfaction at a glance.
Access to Operations, Area Managers & Sites
- Comprehensive group scores by state, area, and site level
- Average scores report highlighting areas needing improvement
- Monthly access to program presentations, including statistics from prior evaluations
- Capability to update profiles for staff alterations
- Access to site-specific feedback and action plan forms
- Utilisation of an auditing application for detailed insights
Our team
We are Team of more than 8,000+ Mystery Shoppers spread across Australia.
Our administration team comprises of 12 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
2,000+
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’d love for you to join our family
Experience the difference with Mystery Management. We take pride in fostering meaningful, ongoing relationships with the businesses we work with.