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Mystery Shopper Programs


Mystery Shopping Programs

We offer your company quantifiable & qualified research through mystery shopper services & in-depth customer data. Contact us today to find out more.

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Mystery Shopper Programs


Mystery Shopping Programs

We offer your company quantifiable & qualified research through mystery shopper services & in-depth customer data. Contact us today to find out more.

We provide mystery shopping (sometimes known as 'secret shopping') services to many of Australia's leading national and international brands and have developed programs that help deliver and strengthen brand promises, further develop customer service cultures, increase sales and identify your biggest opportunities for improvement. 

The Realise Group has the most experienced, reliable and qualified team in Australia. Our attention to detail is paramount in everything we do. We pride ourselves on our mystery shopper recruitment process, ensuring that we employ only the most skilled mystery shoppers in town.

We provide you with the best feedback data and we’re the best at helping you understand the results. We ‘get’ what working in retail is like, so we understand how to make a mystery shopping program work for the people at the front line of your business.

Our state of the art software allows us to provide you an unparalleled level of service, flexibility and efficiency. Our reporting portal allows you access to a variety of reports and to set up your own views and manage and share the results to meet your needs. We can even combine your Mystery Shopping and Voice of the Customer results into one dashboard to give you one multi-dimensional view.

“From a global perspective our company rated it as outstanding and one of the best Mystery Shopping programs we have seen. From our experience with The Realise Group, we would have no hesitation in recommending them as your Mystery Shopping Company.”
— Estee Lauder

The Realise Group is a member of the Mystery Shopping Providers Association (MSPA).

To find out how a tailored program can assist your business please contact us on +61 3 9687 2360.

Super Shopper

Super Shoppers are skilled secret shoppers that make detailed observations above and beyond regular mystery shopping. They provide careful feedback on the customer experience and can supply appropriate and subjective information to assist with strategic planning and development. 

Unlike mystery shopping where specific pre-determined standards are assessed, a Super Shopper takes a more qualitative approach and is able to report on a series of detailed assessment criteria identifying specific problems and missed opportunities.

Our Super Shopper program provides businesses with the observations and recommendations they require to better understand what drives outstanding customer service and successful sales.

To find out more about our Super Shopper Program please contact us on +61 3 9687 2360.

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Customer Satisfaction | Voice of the Customer Programs


Voice of the customer

Our VoC programs help your business improve the customer experience by measuring and assessing customer satisfaction and loyalty levels.

Customer Satisfaction | Voice of the Customer Programs


Voice of the customer

Our VoC programs help your business improve the customer experience by measuring and assessing customer satisfaction and loyalty levels.

Our Voice of The Customer programs help you understand and improve the customer experience by assessing overall satisfaction and loyalty levels through a variety of customer experience metrics, depending on the desired outcome of the program. They help you identify and understand systemic problems which won’t rear their heads with singular research projects, and they can close the feedback loop between management, customers and frontline staff.

These programs can be ongoing, continuously collecting feedback to track customer responses to various initiatives, or they can be conducted periodically to get a read at a specific point in time. A variety of methods are employed to invite customers to participate, and our real-time, flexible dashboards allow you to zoom out to see the big picture, or zoom in to examine the detail.

Any or all of the following can be used to capture customer feedback and fed into one dashboard to give you a fully rounded view of what your customers are saying:

  • Email invite to customers on loyalty database or following a transaction in store
  • In-Store Pull invite to customers following a transaction 
  • Website pop-up invite to customers following a transaction via online store 
  • Exit or Intercept Survey responses captured by our trained interviewers for immediate face-to-face feedback
  • Comments from call centre staff taking customer calls at head office
  • Comments from 'Contact Us'/ 'Feedback' links on company website.

Data from other sources, including your Mystery Shopping data, can be incorporated into the dashboard to complete the picture.

To find out more about our Voice of the Customer programs please contact us on +61 3 9687 2360.

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Net Promoter Score®, Mystery Shopper Net Promoter® Score Programs


Net Promoter Score

Net Promoter Score (NPS) is a very useful metric which can help your organisation focus on operational processes that maximise promoters of your business or brand.

Net Promoter Score®, Mystery Shopper Net Promoter® Score Programs


Net Promoter Score

Net Promoter Score (NPS) is a very useful metric which can help your organisation focus on operational processes that maximise promoters of your business or brand.

A ‘Net Promoter Score’®(NPS) is an indicator of customer satisfaction demonstrating what percentage of your customers are ‘Promoters’ (who would actively promote you to their friends or colleagues), and what percentage are ‘Detractors’. It’s a very useful metric which can help your organisation focus on operational processes that maximise promoters and minimise detractors. Our key team members hold Net Promoter Associate Customer Loyalty certification and we can assist your organisation to implement a program or calculate your NPS® through a customer satisfaction survey as part of your Voice of the Customer program.

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Customer Satisfaction Survey & Research Programs | The Realise Group


Research Analytics

The Realise Group offer in depth customer satisfaction surveys and research which are tailored to providing real and comprehensive consumer insights.

Customer Satisfaction Survey & Research Programs | The Realise Group


Research Analytics

The Realise Group offer in depth customer satisfaction surveys and research which are tailored to providing real and comprehensive consumer insights.

A comprehensive understanding of how to satisfy and delight customers can propel companies to higher and more consistent levels of satisfaction, customer loyalty and profitability. Our research projects can help you understand who your customers are, what they want from you and where you sit in the competitive landscape.

Research Analytics

Our research analytics team works closely with clients to design research programs that measure the customer experience in actionable terms.

We use innovative approaches and analytical techniques to develop effective research solutions that transform raw data into meaningful and informative insights.

Our highly qualified team has the expertise to understand your business issues and choose the most appropriate research methodology to address your needs.

Research analytics can help you to:

  • identify key drivers of customer satisfaction and loyalty
  • link performance to sales and profit outcomes
  • analyse your position relative to competitors
  • formulate strategies to connect and engage with your customers.

Drivers of Delight

A key challenge for any continuous research program is measuring the right things – specifically those things that when changed will positively impact customer experience and subsequently drive improved financial performance.

A Drivers of Delight study identifies the aspects (and their relative importance) of service delivery that drive customer satisfaction and promoters of your brand. This methodology is excellent for gaining feedback from a representative sample of customers (purchasers and non-purchasers, satisfied, dissatisfied and neutral) and is invaluable in determining the key drivers that then shape your ongoing research programs.

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Customer Interviews | Customer Feedback


Customer Interviews

Our Customer Interviews are key to gaining insights into the voice of the customer and provide real information into how you can improve your business.

Customer Interviews | Customer Feedback


Customer Interviews

Our Customer Interviews are key to gaining insights into the voice of the customer and provide real information into how you can improve your business.

Customer Interviews are a common mechanism for gathering the voice of the customer. They are usually conducted face-to-face to capture your customers' interaction with your brand and experience in-store. 

Interviews can be used to understand:

  • what your customers and non-customers are thinking as they exit your stores and what they are likely to tell their friends
  • what your non-purchasers didn't purchase
  • what could be done to make the in-store experience better.

The immediacy of Customer Interviews allows you to explore responses from customers to elaborate on the ratings they have provided. In particular, customers who came with an intention to purchase but didn't purchase can be questioned about their reasons for not doing so. Verbatim comments make the numbers come to life and can provide information that the survey designers hadn't even thought of!

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Mystery Shopping Competitor Benchmarking Analysis | The Realise Group


Competitor Benchmarking

The Realise Group can compare and provide competitor benchmarks through hands-on research and real in-store questioning.

Mystery Shopping Competitor Benchmarking Analysis | The Realise Group


Competitor Benchmarking

The Realise Group can compare and provide competitor benchmarks through hands-on research and real in-store questioning.

A Competitor Benchmarking study offers the ability to compare your product or service with that of your current and potential competition.

Competitive analysis can help you:

  • identify your key areas of customer engagement
  • better understand how your competitors maintain their competitive edge
  • understand what customers think
  • determine the loyalty drivers for your business.
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Field Agent® Review | The Realise Group


FIELD AGENT®

Our Field Agent smartphone App provides immediate field intelligence by collecting business information and insights via crowdsourcing.

Field Agent® Review | The Realise Group


FIELD AGENT®

Our Field Agent smartphone App provides immediate field intelligence by collecting business information and insights via crowdsourcing.

Field Agent® provides immediate field intelligence and consumer insight by utilising technologies built into the smartphone. We have access to over 50,000 Agents Australia-wide who have downloaded our free mystery shopper App and are standing by 24/7 to provide you with the information you need from the field.

Our process begins by someone requesting specific information via our website. We broadcast the request to users in the field, who we call Agents. The Agents use their smartphone to return the requested info, which we pay them for.

The possibilities for this App are endless – from consumer and shopper insights, data audits and collection, to in-store photos, opinion polls and surveys in every location you do business.

As I saw the results come online I was amazed at how quick and powerful the data was. In a word - awesome! I will definitely be looking to use Field Agent® regularly as a tool in our business.
— Head of Operations & IT, Pizza Hut, Yum! Restaurants International.
We were keen to try out The Realise Group’s new Field Agent® technology when it was released in Australia to explore the benefits this technology could have for our business. We were delighted with the speed of data available to us and the easy job set up and online reporting.
— Chief Executive Officer, 7-Eleven Stores Pty Ltd.

Field Agent is a free app available for iOS and Android.  

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Employee Reward & Recognition Programs


Communication Programs

Satisfied employees are more likely to satisfy customers. The Realise Group can help develop an effective and nuturing culture that allows your staff to flourish.

Employee Reward & Recognition Programs


Communication Programs

Satisfied employees are more likely to satisfy customers. The Realise Group can help develop an effective and nuturing culture that allows your staff to flourish.

You won't win the loyalty of customers, without first winning the loyalty of your frontline team!

Employees who are acknowledged for the great work they do are generally more satisfied. Satisfied employees are more likely to satisfy customers. Staff who want to be at work do a better job, and your customers feel the vibe.

The Realise Group has a history of success in helping companies effectively develop and nurture an ongoing culture of employee recognition through the implementation of programs that are closely aligned to mystery shopping or voice of the customer results.

These programs help you to launch your program effectively and communicate results across the organisation. They can help to:

  • reduce staff turnover
  • promote best practice across the organisation
  • improve customer service
  • increase productivity
  • help frontline staff feel visible and appreciated
  • motivate employees to change work habits and key behaviours.

For more information on these communication programs please contact us on +61 3 9687 2360 or download a brochure.

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Retail Store Audits | Mystery Audits


Retail Audits

Retail Audits are key into measuring the effectiveness of your store's marketing, promotional & point of sale materials & execution.

Retail Store Audits | Mystery Audits


Retail Audits

Retail Audits are key into measuring the effectiveness of your store's marketing, promotional & point of sale materials & execution.

Retail Audits can help you measure store 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.

Retail Audits are conducted by trained staff using the latest tablet technology to provide real time data and images to help you track compliance against standards.

Retail Audits can be used to drive productivity, delivery and improve sales through observational checks on:

  • promotional compliance
  • merchandising and presentation
  • store presentation (inside/outside)
  • staff training
  • product availability and display
  • service quality
  • service speed
  • inventory and equipment
  • customer safety.

Field Agent®

Field Agent® is The Realise Group’s Secret Shopper smartphone technology that provides an affordable solution for collecting real-time data across Australia.

Whether you'd like to conduct a mini retail audit in-store, check on promotional compliance or collect shopper and consumer insights, Field Agent® offers a fast and easy method of collecting real-time data across Australia.

The Benefits?

  • immediate access to online data
  • images provide a snapshot of what’s happening within a store
  • ability to capture retail audits, price checks, out of stock checks, opinion polls, product reviews, competitor research and much more
  • the ability to scan barcodes giving definitive information about products quickly
  • GPS stamped and time verified data and photos
  • access to a flexible a ‘pay as you go’ system to fit in with your budget.