Peter Martin
Peter Martin is the founder and director of Secret Customer Australia, bringing more than four decades of experience in customer service, hospitality, business coaching, leadership training, recruitment, and customer experience consulting. Throughout his career, Peter has worked with businesses across Australia and internationally, helping organisations improve customer service standards, staff engagement, operational consistency, and overall business performance.
Peter’s passion for customer experience was shaped early in his career while working in the UK hospitality industry, including with one of the United Kingdom’s most recognised hospitality brands, JD Wetherspoon. Working within fast-paced, high-volume customer environments gave him first-hand insight into what separates average customer service from truly exceptional customer experiences.
Over the years, Peter has delivered leadership, recruitment, and business training seminars for organisations and consulting groups across Australia, England, Norway, Thailand, and Indonesia. His experience working across multiple industries and cultures has helped shape the practical, real-world approach that Secret Customer Australia is known for today.
Through Secret Customer Australia, Peter works closely with businesses to design and implement customised mystery shopping programs, customer experience reviews, competitor analysis programs, internal audits, NPS collection, and customer feedback systems. His focus has always been on providing businesses with honest, measurable, and actionable insights that help improve both customer satisfaction and commercial performance.
Peter is also the founder of Praemialis, a customer experience and mystery shopping software platform that combines mystery shopping, customer surveys, NPS, and reporting tools into a single integrated solution. This technology-driven approach allows Secret Customer Australia clients to move beyond simple reporting and gain deeper visibility into customer behaviour, service performance, and operational trends.
Peter strongly believes that outstanding customer service does not happen by accident. It comes from creating the right culture, training staff effectively, measuring customer interactions consistently, and empowering businesses with meaningful feedback. Through Secret Customer Australia, his goal is simple — to help businesses see their organisation through the eyes of their customers and create experiences that keep customers returning time and time again.
