Because your customers notice everything — and so do we.
In the fast-paced world of supermarkets, the small things make a big difference. From how customers are greeted to the cleanliness of aisles and clarity of promotions, every experience contributes to customer loyalty — or drives shoppers away. With Secret Customer Australia, you can see your supermarket through the eyes of your customers and ensure every store delivers on your brand promise.
Why Mystery Shopping Matters for Supermarkets
Supermarkets are complex environments, with high staff turnover, tight margins, and constantly shifting promotions. It’s critical to ensure that the in-store experience — across all departments and locations — meets both customer expectations and operational standards.
Our mystery shopping programs help you:
✅ Evaluate the customer experience in real-world conditions
Are customers being greeted? Are queues managed well? Is help available when needed? We capture the everyday shopper experience.
✅ Check compliance across departments
From deli to liquor to self-checkout, we assess how well your stores adhere to company policy, RSA regulations, hygiene protocols, and promotional standards.
✅ Identify training and support needs
Our data reveals where team members may be falling short in service delivery, communication, or compliance — and where top performers shine.
✅ Benchmark performance across locations
With consistent KPIs, you can compare stores, identify strong performers, and provide targeted support where needed.
✅ Boost customer satisfaction and retention
When customers consistently receive a smooth, friendly, and well-managed experience, they return — and they bring others with them.
Who We Work With
We provide tailored mystery shopping services for:
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National supermarket chains
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Independent grocers
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Franchise and IGA networks
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Discount and value grocers
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Specialty food and liquor retailers
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Shopping centre food anchors
What We Assess
Each program is designed for your business needs, but common areas of focus include:
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Entry and greeting experience
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Store tidiness and stock presentation
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Availability and visibility of advertised specials
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Staff helpfulness and knowledge
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Checkout speed and service
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Deli, butcher, bakery, and fresh produce quality
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Cleanliness of high-traffic areas and restrooms
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Compliance with RSA and age-restricted sales
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Mystery shopper treatment when raising an issue or asking for assistance
Multi-Channel Evaluation Options
🛍️ In-store visits – Shoppers assess real experiences across multiple departments and times of day
📞 Phone enquiries – Measure staff communication and product knowledge
📧 Online orders & click-and-collect – Evaluate the growing digital arm of your operations for accuracy, friendliness, and timeliness
🧾 Receipt tracking & pricing checks – Spot-check promotional accuracy, discounts, and upsell opportunities
Why Choose Secret Customer Australia?
🛒 Industry experience – We’ve worked with both large supermarket chains and local independent stores — we know what matters in this space
🔍 Tailored criteria – Build your mystery shopping around your brand standards, store layout, and service focus
📊 Data-rich reporting – Get actionable insights with breakdowns by department, region, or store, including trend tracking over time
📍 National reach – We deploy shoppers in metro, regional, and rural areas across Australia
🤝 Fair, realistic assessments – Our shoppers simulate real scenarios with honesty and discretion, giving you insights that matter
Make Every Visit Count
Supermarket customers shop regularly — which means every visit shapes how they feel about your brand. Let us help you make sure each one is positive, consistent, and worth coming back for.
👉 Request a free consultation or mystery shopping pilot today.
