main img client faq

main img client faq

Client FAQ

Please click on a question to display the answer.

  • What is Mystery Shopping?

    Mystery shopping is a form of market research. Individuals pose as customers to objectively gather information on the business being studied. The information gathered usually involves, but is not limited to, customer service, product selection and availability, and overall perception of the shopping experience.

    The information obtained from mystery shopping is used to measure service quality, and is usually part of a company-wide program to enhance customer service. Employees are told what is expected of them and that mystery shoppers will be used to evaluate their performance. The idea is to learn from the consumer's point of view which areas of service quality need improvement so the company can make those changes as soon as possible. Mystery shopping is designed to reward good performance and identify areas for improvement.

  • Will Mystery Shopping be suitable for my industry?

    We work with clients from a wide variety of industries including:

    • Hardware
    • Automotive
    • Liquor
    • Mens and Ladies Fashion
    • Small electronics
    • Pharmacies
    • Telecommunications
    • Banking/finance
    • Furniture
    • Cosmetics

    As every business is unique, we ask that you contact us at to discuss your individual requirements.

  • We already have a high standard of customer service. How could mystery shopping improve our business?

    All of our clients strive to provide great customer service. Mystery shopping provides feedback on the level of service you provide - as seen by the customer. We can help you objectively measure your level of customer service, reward star performers and provide targeted staff training. Research shows that up to 96% of unhappy customers do not complain when dissatisfied, yet they go on to tell many friends and associates about their bad experience. Let us help you identify any problems before they do.

  • Do you have shoppers in all states of Australia and New Zealand?

    Yes. We are a national company and have the resources to undertake mystery shopping assignments across Australia, including rural areas. We have a successful track record of delivering large-scale national programs. We also cover New Zealand.

  • How long does it take to receive reports?

    Shoppers are required to file their reports within 12 hours of completing their mystery shopping assignment. After a thorough review by Retail Mystery Shopping Australia, reports are generated and clients typically receive their reports within 24-48 hours of the scheduled mystery shopping dates via our online reporting system.

  • Do I need to supply the survey form?

    We will work in consultation with your company to design an appropriate survey form for your specific needs. We also suggest timely updates to keep your forms in alignment with evolving business objectives.

  • How will I receive my reports?

    Reports can be provided via email or through our state-of-the art online reporting system. See our online reporting area for more information.

  • Can I specify when I want the Mystery Shopping conducted?

    Yes. You can choose specific days or hours that your business is to be visited by mystery shoppers. This can be fixed or changed on a month-to-month basis.

  • How is your fee structure based?

    Retail Mystery Shopping Australia's fee structure is very competitive. Our mystery shopping fees are based on the type of surveys required in addition to the quantity of locations and frequency of the program. Please fill out our brief contact form or email so we may contact you to discuss your requirements in detail.

  • How do I get more information on how Retail Mystery Shopping Australia can help my company?

    Fill out our contact form or e-mail to discuss your individual needs and find out how Retail Mystery Shopping Australia can help improve your business.