For more than two decades, we’ve been developing customer experience research programs designed to tell you exactly what delights and disappoints the people who give you their money. We’re an Australian company, and our systems, processes and programs have been developed locally for the Australian and New Zealand markets. 

The Realise Group, established in 2000, provides customer experience measurement solutions throughout Australasia via Mystery Shopper and Secret Shopping Programs and is a market leader in its field.

Our customer measurement programs take a snapshot of your brand in action and are based on the specific objectives and needs of your business. 

We’ve helped many of this country’s leading brands understand exactly what it is they’re delivering to their customers and how they can create a dialogue with them by giving their customers a voice. We’d love to help you listen to yours.

Our customer experience research services include the following:

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Mystery Shopping
Mystery Shopping

Our Mystery Shopping Programs help organisations objectively measure operational standards that are crucial to the customer’s experience and which define the brand promise, ensuring they are being consistently delivered at every store or customer touch-point.

Voice of the customer
Voice of the customer

Our Voice of the Customer research programs help organisations listen to real customers: and provide those customers an opportunity to communicate their experience with the brand and provide suggestions for improvement.

Customer Interviews
Customer Interviews

Face-to-face Customer Interviews are a great method for capturing your customers' interaction with your brand and experience in-store. The immediacy of this research method allows you to explore responses from customers and elaborate on ratings they have provided.

Net Promoter Score
Net Promoter Score

Calculating a Net Promoter Score® (NPS) for your business can help your organisation focus on operational processes which maximise promoters and minimise detractors (those consumers with the potential to damage your brand) driving improvements and creating loyal customers.

Retail Audits
Retail Audits

Retail Audits measure store standards compliance, point of sale material, price, product availability and the execution of your retail marketing and promotional initiatives, just as a customer would experience it.

Competitor Benchmarking
Competitor Benchmarking

Discover what your competitors are doing and how they compare with you through competitive analysis and research. Understand your competitive advantage and measure your competitors.

Research Analytics
Research Analytics

Find out what really matters to your customers and use the data to gain meaningful insights and to develop policies and standards that will drive customer satisfaction.

Communication Programs
Communication Programs

Our communication programs help organisations acknowledge, reward and motivate people who are at the front line delivering great experiences to customers by ensuring your front-line team are fully briefed on your expectations and help communicate best practice across your business.

Field Agent®
Field Agent®

Field Agent® is a smart phone App that provides businesses the ability to collect affordable real-time data in-store, at home or anywhere from thousands of regular consumers across Australia who have downloaded the app.