Many service-oriented businesses have found mystery shopping to be a vital method of business improvement. Mystery shopping can provide information on many aspects of service delivery and highlight ways in which the customer experience can be enhanced.



Areas of measurement include:

• Facility cleanliness and appearance
• Performance against service standards
• Helpfulness and politeness of staff
• Product knowledge
• Price audits
• Offer fulfillment
• Effectiveness of complaints procedures
• Effectiveness of new training programs
• Meal or merchandise quality etc.

NRB has conducted mystery shopping and performance measurement research for a variety of businesses, including fast food chains, financial institutions, call centres, specialist small businesses and Government service providers.

We can conduct your company's routine mystery shopping in almost any area of New Zealand utilising our nationwide fieldforce. If you are contemplating a new mystery shopping endeavour, NRB can work with you to develop the most useful and cost beneficial measures to meet your company's objectives.

NRB conducts its mystery shopping in line with the MRSNZ code of practice and in compliance with the Privacy Act.