Our Industries

Whether you have one outlet or a whole chain of stores across Australia or New Zealand, we can help you to understand how well you and your team deliver the best possible experience for your customers. Not only will this improve how you do things, but it’s also a great way to reward top-notch teams and behaviour in your business – a happier, more engaged team will help to drive your business forward.

The quest for the perfect user experience (UX) is a continually moving feast as consumer needs and wants change over time. We know that, at its most basic level, your success or failure depends heavily on the consistent delivery of your customer experience. By understanding what’s working well and what isn’t, you can more easily improve business-critical areas including employee engagement, service and customer satisfaction. Our mystery shopping programme has helped clients in the health and fitness sector to focus on their unique user experience (UX). Highlighting what’s hot and what’s not and, most importantly, what their key differentiator really is.

The hospitality and restaurant industry is an exciting but seriously competitive space to run a business. How brands differentiate themselves and deliver consistently excellent products and customer service is the difference between good and great. At the heart of that is truly understanding what’s working well, and what isn’t. As an example, mystery shopping for a franchise café client has enabled this national brand to ensure customer interactions, both in their coffee shops and drivethroughs, meet the exceptionally high standards required.

We can review the complete experience; from restaurant to wedding bookings, from teams to costs, technology to branding, and everything in between.

The national obsessions with home ownership is well documented. The highs and lows of our property market is always top of the dinner party conversation in any household across Australia. We are experts in developing programmes to help our clients understand what’s happening in the field across metro and regional sites. We will work with you to measure adherence to sales process, check how your display homes and project offices are tracking on first impression and identify the training gaps.

The role of mystery shopping in the retirement sector and aged -care homes varies hugely. However, primarily, our Mystery Shoppers provide first-hand feedback and unbiased insight into a prospective buyer’s experience from start to finish. Whether that be an upmarket Retirement Village or Apartment in the city to Respite programmes across Australia. We know that it’s not all about following a regimented process, it’s also making people feel comfortable and safe in what can be a confronting purchase or move.

Our mystery shopping reports will provide a deep-dive analysis of your customer’s journey, allowing you to focus on refining and improving processes, staff feedback, training, and of course, investing in your facilities in the right places.

With so much consumer choice, the automotive and transport sectors are continually looking for new ways to deliver award winning service to their customers.

The dealer network is critical to increasing market share in the domestic and LCV space. We’ll work with you to measure adherence to sales process and brand promises to help identify your gaps and reward opportunities.

Safety, reliability and comfort are the focus for transport operators. Our reports will provide first hand snapshot of how your network is performing on any given day. We can deep dive into your customer journey from booking a long distance plane or train ticket to a local bus ride across Australia.

Managing franchise companies and ensuring you remain in touch with the delivery of your brand promise is critical to the success or failure of your business model, putting mystery shopping into the Franchise Agreement as a requirement helps you ensure the brand is represented in the right way. So understanding how your franchisees deliver user experience (UX), excellent customer service and also the delivery of physical or digital marketing activity in-store and locally, should be at the top of your priority list.

We know the best way to measure service, brand and marketing compliance is to ensure regular mystery shopping activity across your franchise network. Not only can mystery shopping quickly highlight and resolve issues around specific customer touchpoints, but it will also reward those superstar franchise companies, making business great for everyone.

We understand your organisation needs to uphold the highest standard of customer experience, you might even have customer service guarantees written into your funding agreements. We have the necessary experience to partner with you to measure any specific user experience (UX).

Our experience in this space is broad and ranges from mystery shopping programmes with major Australian universities to understanding the recruitment process for Government and working with various local councils across Australia.

We are comfortable with rigorous tender processes and understand in detail what it requires to work with Councils, Government and Educational establishments. Whether that’s on short-term projects or building long-term relationships with your teams.

If your business doesn’t quite fit in and you don’t know where to start, we can help! We’ve got the expertise and team to help figure out what you need. Get in touch to start the conversation.