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Mystery Shopping Services

Established 2006

Geometric Ceiling

The Secret Shopper Customer Service Excellence Awards 2021

Monitor and measure service performance

Improve your customer service

Increase your profitability

Australia's number one Secret Shopping provider

Grow your business

Great customer service will create the most valuable advertising of all, word of mouth.

Bespoke custom design

We start with a blank piece of paper for each new client. Every Secret Shopper program is built to your companies exact needs.

We offer a personalised service

Our team are passionate about great customer service. 

Take control of your customer experience

                                                                            create a culture of Customer Service Excellence


For over 15 years we’ve been designing Secret Shopping / Mystery Shopping solutions to help our valued clients increase their sales and improve their customer service standards.


Our expert team use World Class Secret Shopper software to design any style of survey with numerous delivery options.


If you need a skilled Secret Shopper / Mystery Shopper to visit your business, or if you would just like us to Secret Shop your competitors, we have a solution.


The Secret Shopper offers a massive range of bespoke services that deliver the answers you want with minimal fuss, leaving you time to work on your business.


Poor customer service will affect your bottom line, let us help you fine-tune your customer service performance to improve your business, by helping you achieve a consistently high level of customer care and repeat business.

  • Retail and Specialty Stores

  • Automotive Sales, Service, Spare Parts, Hire, After Market, Telephone

  • Restaurants

  • Fitness Clubs / Golf Clubs / Membership Clubs 

  • Hospitality / Hotels / Motels / Bars / Pubs

  • Banks / Finance Companies

  • Convenience Stores 

  • Shopping Centres

  • Chemists

  • Department Stores

  • Super Markets

  • Travel (Airlines, Travel Agencies)

  • Apartment / Resort Management

  • Online businesses

  • Call centres

  • Insurance companies

  • Real Estate Agencies

Walk-in Secret Shopping or Mystery Shopping is one of the most effective methods for gathering feedback on your valuable client's shopping experience.


When you use our walk-in Mystery Shoppers, you will gain an invaluable insight into how your customers feel about doing business with your company, as well as, gaining a better overall understanding about their level of customer satisfaction regarding the customer service they received from your team members, and how likely they would be to do business with you in the future and to recommend your business to their friends and family members.


When you undertake a Mystery Shopping | Secret Shopper program with The Secret Shopper Mystery Shopping Services we build a customised Secret Shopper | Mystery Shopping program for your exact individual needs, we literally start with a blank piece of paper and build the program specifically for your businesses individual needs.


What this means to you, is that you can decide which department the Secret Shopper visits and the individual product they shop for, this is very good for measuring the product knowledge of the team member our Secret Shopper speaks with during their visit.


During our over 15  years in the Mystery Shopping business, one of the metrics we have seen massive growth in is product knowledge. Many businesses are now recognising that customers buy from businesses who provide attentive, friendly customer service, in a visually stimulating, clean and well laid out shopping environment.


It is also just as important to potential customers that the team member they are dealing with has a good grasp of the product they are selling, the features and benefits; great product knowledge.


We often hear feedback from our Secret Shoppers, who say they would not buy from a store because the team member who served them had little, or no, product knowledge, and this negatively affected their decision process, as they did not feel confident that the product would tick all the required boxes.


Potential customers want to feel confident they are purchasing the best possible product for their individual needs.


During our shopper preparation for each assignment, we provide our Mystery Shoppers with what the customer satisfaction experience should look like in an ideal situation, based on your non-negotiable standards for service, so that the actual experience can be measured against those standards.


One of the most important benefits of Mystery Shopping your business is often overlooked, and that is the return on investment (ROI). The most obvious area for ROI is upselling; however, never underestimate the cost of a poorly performing team member.


Just take into account the number of your valuable customers this team member will serve every day, if they are not converting those opportunities into sales, or even worse, this could be costing you thousands each day in lost sales, not to mention sending your valuable customers to your nearest competitor.


The cost of a good quality Mystery Shopping program pales into insignificance when you look at it from this point of view.


We see Mystery Shopping as a business health check, just like a visit to the doctor, I mean you would not buy a new car and never service it, would you?


Quite simply, if you have a business which has sales or service staff, either face to face or contacting your clients via telephone, or even via email, we can put together a competitively priced Secret Shopping package specifically designed for your business model.


​We operate Australia wide and specialise in the following areas, Sydney, Melbourne, Brisbane, Perth, Adelaide, Gold Coast, Newcastle, Sunshine Coast, Wollongong, Townsville, Cairns, Toowoomba, Bendigo, Tasmania, Canberra – Queanbeyan, Central Coast, Geelong, Ballarat, Albury – Wodonga, Mackay, Rockhampton, Bunbury, Coffs Harbour, Bundaberg, Wagga Wagga, Hervey Bay, Mildura – Wentworth, Shepparton – Mooroopna, Port Macquarie, Gladstone – Tannum Sands, Mount Gambier, Lismore and Nelson Bay.


Please drop us a line if you require any further information.


Join our Secret Shopping team today

Below is a list of areas we have carried out Secret Shops recently



Newmarket, Underwood, Gold Coast, Toowoomba, Townsville, Cairns, Capalaba, Kawana Sunshine Coast, Virginia, Brisbane CBD, Fortitude Valley, Nundah, Chermside, Brendale, Ashgrove, Milton, Toowong, Oxley, South Brisbane, Greenslopes, Palm Beach, Birkdale, Morningside, Worongary, Labrador, Southport, Flinders View, North Toowoomba, Caloundra, Buderim, Mooloolaba, Nambour, Parkhurst, Coolum, Mitchelton, Springfield, Kenmore, Ormeau, Mount Sheridan, Clayfield, East Brisbane, Morayfield, Mt Gravatt, Mango Hill, Redcliffe, Taringa, Teneriffe, Cannon Hill, Keperra, Spring Hill, Fairfield, Albany Creek, Currimundi, Deception Bay, Redland Bay, Bethania, Mt. Warren Park, Bargara, Brisbane West, Gold Coast North, Gold Coast South, Ipswich, Lockyer Valley, South Ripley, Highfields, Alexandra Headland, Maryborough, Fraser Coast & Bundaberg.  


Melbourne, Doncaster, Werribee, Mill Park, Kew, Richmond, South Yarra, Ashburton, Prahran, South Melbourne, Doreen, Balaclava, Ravenhall, Glen Iris, Camberwell, Port Melbourne, Hoppers Crossing, Brunswick East, Elsternwick, Carrum Downs, Bendigo, Maribyrnong, Essendon, North Melbourne, Niddrie, Coburg, Thomastown, Eltham, Bulleen, Nunawading, Ringwood, Kilsyth, Lilydale, Ferntree Gully, Notting Hill, Dandenong, Rowville, Knoxfield, Moorabbin, Mentone, Parkdale, Frankston, Geelong West, Melbourne North West, Sunbury, Casey, Cardinia & Ballarat.  



Sydney CBD, Artarmon, Revesby, Wollongong, Hurstville, North Ryde, Chatswood, Burwood, Alexandria, Mascot, Bondi Junction, Erskineville, Brookvale, Blacktown, Baulkham Hills, The Junction, Lambton, Bella Vista, Tuggerah, Wentworth Point, Wagga Wagga, Sydney South West, Tamworth, Port Macquarie, Coffs Harbour, Northern Rivers, Tweed Heads & Wollongong.

Western Australia


Cannington, Perth CBD, Bedford, South Perth & Scarborough.

South Australia

Adelaide, North Adelaide & Adelaide Hills.


Canberra & Woden.  

Countries we provide Secret Shopper / Mystery Shopping services to:


Australia, New Zealand, The United Kingdom (UK) (including England, Scotland, Wales and Northern Ireland.) The United States of America (USA) all states and territories & Canada in all areas. 

What to look for when choosing a Mystery Shopping Company

It is important when you are selecting a Mystery Shopping company that you are comparing apples with apples.


Here are a few things you might want to take into account before agreeing to work with a Mystery Shopping supplier.

  • The quality of the Mystery Shoppers being used.

  • How long has the Mystery Shopping company been in business.

  • Does your Mystery Shopper company offer a business consulting service?

  • Does the Mystery Shopper company offer bespoke survey design?

  • Does the Mystery Shopper company fully validate each survey using experienced proofreaders, before supplying the survey to you?

  • Does the Mystery Shopper company offer a World-class reporting and metrics platform available 24/7?

  • Does the Mystery Shopper company operate Australia wide, including metro and rural areas?

  • Does the Mystery Shopper company operate in other countries?

  • And finally, what percentage of the fee you pay to the Mystery Shopper company is passed on to the Secret Shopper in payment.

The whole point of Mystery Shopping your business is to use a demographic that fits your brand. For instance, if you own a butcher’s shop it would be a good idea to send a Mystery Shopper who is knowledgeable about and loves to eat meat.


The sign-up process for each Mystery Shopping company is different, however, it is wise to work with a company who have a detailed sign-up process that asks for photographic ID, that speaks to their Secret Shoppers regularly, that offers detailed Mystery Shopper instructions, and checks the completed survey thoroughly for any errors before submitting it to you.


Mystery Shoppers are paid different amounts by different companies, so bear this in mind when you are reviewing your quotes. We know of many companies who only offer $10-$20 per assignment to their Mystery Shoppers, when you take into account the time it takes to drive to and from a store, the petrol used, the time it takes to read the survey instructions, complete the Mystery Shop, and write up and submit the survey it’s easy to do the maths.


Quality Mystery Shoppers expect to be paid in line with the amount of work involved.


What can happen is if the Mystery Shopping company is not paying their Secret Shoppers enough to visit your stores (because they quoted a low price to get your business), then they will receive no applications from Mystery Shoppers or will have to use the same Mystery Shopper time and time again, and that means your outlet might identify the shopper which invalidates the result, or you might not get a store visit frequently, especially in rural areas.


Most Mystery Shopping companies have a database of Secret Shoppers and an online jobs portal where Mystery Shoppers can login and apply for assignments.


Generally, Mystery Shopper companies use email and text messages to alert their shoppers of available surveys, it is the prerogative of the Secret Shopper to apply if they are interested.

The long and short of this is be careful and ask the appropriate questions before employing a Mystery Shopper company, quality is everything in this business. If your Mystery Shopping company is not sending the right people to your stores you might as well throw your money in the street and keep walking.

Does your Mystery Shopping company offer a Business Consulting Service?

A Mystery Shopping company worth its salt will soon start to understand the challenges faced by your business on a day to day basis because they will read, validate and proofread your surveys.


Over our 15 years in business, we have worked with hundreds of businesses and have noticed that some outlets perform better than others on a regular basis customer service wise.


When we talk to Operations Managers/General Managers across different companies it has become clear that on many occasions the outlets that offer the best customer service, also have the best profit margins, a better store culture, and lower staff turn-over.


We have worked with many companies for many years, and really have a great understanding of what a customer really wants when they enter a store. We’ve gained a very thorough understanding from reading Mystery Shopper surveys every day.


Our business consulting service has helped many companies to refine their sales processes and improve their bottom line. This is a service we can offer to your business.

The benefits of using a quality Secret Shopper company

As a quality Secret Shopper company, we take a holistic approach and truly care about the success of the business’s we work with.


An example of this is because we take the time to select the best possible Secret Shopper, who fits the demographic of your business, we have had many Secret Shoppers who have become actual and long term customers of a business that they first visited as a Secret Shopper.


We also think it is very important to produce the most accurate, well presented and professional-looking surveys possible, every time. Poorly written reports do bring into question the accuracy of the survey itself.


The Secret Shopper pays some of the best rates in the industry, however, we have very high standards. This means we are working with some of the best Secret Shoppers available Australia wide.


If you work with us, we guarantee you will receive the best Secret Shopper package available in Australia, and we will be 100% dedicated to helping your business grow from strength to strength.


Please do not use this form to apply to become a Secret Shopper

Contact Us

Mon - Fri: 9am - 5.30pm

​​Saturday: 9am - 5pm

​Sunday: Closed

© 2017 The Secret Shopper Mystery Shopping Services

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