Turn first impressions into lasting loyalty.
In the hospitality industry, every detail matters — from the first greeting to the final farewell. With Secret Customer Australia, mystery shopping gives you a clear window into what your guests are truly experiencing at your venues — so you can maintain high standards, improve service consistency, and build a reputation worth recommending.
Why Mystery Shopping in Hospitality?
The guest experience can make or break your business — and it’s often shaped by subtle moments your customers notice, but your team may miss. Mystery shopping helps you:
✅ Ensure service consistency
Are your guests always greeted? Are wait times reasonable? Is upselling happening at the right moments? We help ensure your customer journey is consistently excellent.
✅ Measure the dining and service experience
From order accuracy and table cleanliness to menu knowledge and attitude — we assess the full hospitality experience from entry to exit.
✅ Support staff training and recognition
Use real feedback to coach staff on what matters most to customers. Highlight top performers and create development pathways based on genuine service delivery.
✅ Maintain brand and operational standards
Ensure your teams are following policies, promoting specials, and presenting your brand in the best light — whether you run one venue or a national group.
✅ Improve online reviews and word-of-mouth
By addressing issues before they become public complaints, you protect your reputation and keep guests coming back.
Who We Work With
We provide tailored mystery shopping solutions for:
-
Restaurants & Cafés
-
Pubs & Clubs
-
Quick Service & Fast Food Chains
-
Hotel Dining & Room Service
-
Event Venues
-
Franchises and Multi-site Hospitality Groups
What’s Assessed?
Each program is customised to your goals, but common areas we review include:
-
Greeting and welcome experience
-
Cleanliness and atmosphere
-
Staff attentiveness and upselling
-
Product knowledge and menu engagement
-
Speed and accuracy of service
-
Payment handling and farewell
-
Complaint handling or special requests
-
Compliance with RSA or other service standards
Why Partner with Secret Customer Australia?
🍽️ Hospitality expertise – We understand service dynamics, peak-hour pressure, and the nuances that define a great experience.
📝 Tailored assessments – You choose what matters most. We build your mystery shopping around your brand’s priorities and tone.
📊 Detailed, easy-to-read reports – Clear scoring, comments, and improvement suggestions — all designed to drive action.
📍 Australia-wide network – Whether you’re a single-location restaurant or a national chain, we’ve got the coverage.
💬 Respectful, growth-focused approach – We believe in coaching, not catching people out. Our insights support positive change.
Want to Know What Your Guests Really Experience?
Mystery shopping helps you stay ahead of expectations — so every guest leaves happy, and your business stays thriving.
👉 Request a free consultation
