Real insights. Real customers. Real results.
Welcome to Secret Customer Australia — your partner in retail performance.
What Is Mystery Shopping?
Mystery shopping is a proven method to assess and improve the customer experience at your retail stores. Our trained mystery shoppers visit your locations posing as everyday customers — but with a critical eye and a structured brief. They evaluate how your staff engage, how your standards are upheld, and where opportunities for improvement exist.
It’s not just about catching mistakes — it’s about unlocking insights that help your team deliver consistent, excellent service across every store, every time.
Why Retailers Choose Mystery Shopping
Retail is competitive. One poor experience can cost a sale — or a loyal customer. Our mystery shopping programs help you:
✅ Understand the real customer experience
See what happens when the manager isn’t watching. Are staff upselling? Greeting customers? Providing product knowledge?
✅ Monitor compliance and brand standards
Ensure promotional messaging, uniform policies, hygiene, and merchandising standards are consistently followed.
✅ Support and coach your frontline staff
Use objective feedback to guide training and development — with a focus on growth, not punishment.
✅ Benchmark across multiple locations
Identify which stores are leading the way — and which may need support — with consistent KPIs.
✅ Track change over time
Use recurring visits to measure improvements and keep your team accountable.
Why Work With Secret Customer Australia?
At Secret Customer Australia, we’ve been helping Australian retailers improve for over 20 years. We offer:
🔍 Fully tailored programs – From boutique stores to national chains, we build your mystery shopping around your brand values and service goals.
📱 Digital & in-person evaluations – In-store visits, phone inquiries, email tests, even website experiences — we’ve got it covered.
📊 Detailed reporting dashboards – Simple, actionable insights with scoring, commentary, and trend tracking.
🎯 Industry expertise – Our shoppers understand retail. From fashion and electronics to supermarkets and specialty stores, we speak your language.
Who We Work With
Our retail clients include:
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National fashion chains
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Electronics retailers
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Convenience and grocery stores
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Luxury and lifestyle brands
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Homewares and furniture stores
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Franchise networks and shopping centre tenants
Ready to See What Your Customers See?
Don’t leave your brand to chance. Partner with Secret Customer Australia and discover the insights that drive retail success.
👉 Get in touch today to request a free program consultation
