Mystery Shopping

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Mystery Shopping

Mystery shopping might seem like a superfluous expense, but in reality, it's an investment that can help your business protect its bottom line. By conducting mystery shops, you can identify processes, presentation issues and/or employees who are providing poor customer service and costing you money. My CX offers a suite of services that can help improve customer service and protect your business. Learn more about our various Mystery Shopping services below.

Why My CX For Mystery Shopping

  • Unrivalled Insights
  • Custom Designed Program Tailored To Your Needs and Goals
  • Easily accessible findings in your online portal



Mystery Shopping Services

My CX boasts a holistic approach to mystery shopping, with a suite of services that can be tailored to your specific needs and goals. We understand that every business is different, so we offer a range of services that can be customised to suit your unique requirements.

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Onsite Mystery Shopping

Our consultants will design and implement a thorough mystery shopping program that meets your specific needs and objectives. We will work with you to select the most appropriate locations, target markets and products/services to be mystery shopped by our evaluators. Our onsite mystery shoppers will provide detailed reports on their experience, complete with photos and video footage, which can be accessed via our online portal.

Digital Mystery Shopping

Customer experiences are no longer confined to the four walls of your business. They extend to how your customers interact with you online. Our digital mystery shopping services can assist you in improving your online customer experience while also protecting your company's reputation. Our experts will create a unique program to fit your specific requirements and goals, and our evaluators will provide comprehensive reports on their experience.

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Telephone Mystery Shopping

In today's digital world, it's easy to forget the importance of good old-fashioned customer service over the phone. But telephone customer service is still a vital part of doing business, and it can have a significant impact on your bottom line. My CX provides a full phone mystery shopping service to assist you in improving your telephone customer service.

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When an organisation wants to embark on improving its CX performance they often begin by establishing a Benchmarking process by doing an initial, detailed mystery shop of key performance indicators across the company. This sets the Benchmark for future KPI measurement.

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Competitor Mystery Shopping

Why are people choosing your competitors over yours? What can you do to make your business more appealing as an option for potential customers in a crowded marketplace? Our Competitor Mystery Shopping services provide valuable insights into what's happening within your marketplace using modern methodologies, technologies and practices within our industry so that together we may develop a plan forward - one which will ensure success both now AND in the future.

“The well-satisfied customer will bring the repeat sale that counts.”

Don't hesitate to Contact Us

Contact us today to learn more about how we can empower you with the data and insights you need to improve your customer experience.


My CX has been empowering our clients with the insights and data they need to make a tangible difference in their customer experiences for years. Check out some of our latest and greatest testimonials from real-life clients who have experienced the My CX difference.

TKW Research provides highly responsive client leadership – they won't leave you waiting for an answer! They asks the right questions at the right time and ensures her team delivers what is promised. They are great to work with – and are always able to flexibly adapt to our changing needs and proactively finds ways to help us to the job better, cheaper and faster.

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Charles Coulton

Founding Partner at Whereto Research

I have approached TKW Research on multiple occasions for fieldwork quotations, and they are always careful to ask the right questions to fully understand the brief, but then uses their expertise to really flesh out the practicalities of the job - which is what we all want from a fieldwork partner! They go also go above and beyond to meet client deadlines and co-present pitches, which is so appreciated on large jobs.

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Kim Sullivan

COO at Orima Research

Zoos Victoria have been working with TKW for seven years. They have been excellent in pinpointing our strengths and weaknesses in the Admissions and Retail areas of our business. Their unbiased mystery shopping results have enabled us to continually improve our sales and visitor experience front-line teams. Their service is always professional and prompt and I highly recommend using TKW for your mystery shopping research.

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Eamonn Verberne

General Manager at Memberships Zoos Victoria

Bridgestone select implemented face-to-face mystery shopping at all of our Bridgestone select stores. My CX offered an easy to use solution, delivering us an outcome with minimal fuss and the ability to adjust the program at short notice.

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Adam Trembath

Congratulations from us all on such a stellar job smashing the target at the State Library. You exceed the target every time! We all really appreciate this - please pass on our collective thanks to the team.

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Lucy Shorrocks

TKW is a long-standing, experienced company with national coverage and capability. They will do what is required to get the job done and aren't afraid to put forward alternate suggestions as to how a methodology or approach could be improved. TKW has provided excellent field services to Painted Dog on this project over the past 9 years.

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Chris Batini

“The well-satisfied customer will bring the repeat sale that counts.”

Don't hesitate to Contact Us

Contact us today to learn more about how we can empower you with the data and insights you need to improve your customer experience.