Our Mission

To encourage business owners to build a customer service culture within their business based on our belief – Service is the key, lift your service, lift your profits.

Our Approach

SpySee’s key and core competency is in customer service and assisting businesses to reach their true potential through customer service excellence and sound management practices.

Whether it’s assisting a small boutique to improve their sales conversions or mystery shopping an entire shopping centre, SpySee mystery shoppers enjoy a well-earned track record in getting answers to issues that are important to our clients.

Our mystery shoppers understand the nuances that separate an ordinary shopping experience from an exceptional one. They are well trained and supported by dedicated systems to ensure accurate and comprehensive data capturing.

SpySee has researched the best and most productive ways to implement a mystery shopping program into the workplace. SpySee’s unique Five Step Program is a result of this research which incorporates mystery shopping, training and rewarding. Our program is designed to be a positive experience for everyone involved, from management and staff to customers.

SpySee’s three main branches include - Mystery Shopping, Tell Us and Reviews.

Mystery Shopping is the main focus of SpySee’s services. Mystery shopping is the use of an anonymous customer to assess a business. This gives a professional and unbiased analysis of the service being provided to customers.

Tell Us is an exciting concept unique to SpySee – it opens the door for any customers to give feedback about excellent staff and top-notch services they receive – via the SpySee website. When consumers have a complaint to make, Tell Us enables them to share their stories without pressure or confrontation. When Tell Us is used with SpySee’s mystery shopping program it supports and enhances the results, and provides valuable comparative analysis.

The Review section of our website is an outlet for presenting positive reviews of business. The Review section is a valuable tool for visitors and tourists alike. This is SpySee’s way of rewarding great service, you cannot pay to be on the Reviews page you must earn it!

To compliment our services, we offer a range of training and business solutions, through our network of business affiliations.

Systems and reporting abilities

After extensive research into mystery shopping software, SpySee employed the online reporting and management system, Prophet, developed by Archon Development. Prophet is the most advanced data collection and reporting tool in the industry today.

Through the use of Prophet, SpySee is able to provide a smooth and efficient service that provides high end communication and reporting capabilities in a timely and accurate fashion. All client information can be securely accessed at any time via the internet and easily distributed in a range of formats. Reporting capabilities and results are able to be accessed online however you will also have the capability of emailing in both pdf or excel formats, and download results in excel format should you wish to use these functions.

Being online means SpySee has the ability to run mystery shopping anywhere in the world with the ability to use local people in each location to perform the mystery shopping assignments. Our detailed results provide you with a comment and a score all of which can be tailored to your exact requirements.

Strategic Planning

One of our major strengths is that we are able to incorporate the mystery shopping and review process to fit in and contribute to your business’s work on brand creation and development and corporate positioning.

In planning a mystery shopping campaign, we assist clients with their customer service vision, objectives and goals, and develop action plans to deliver against these criteria. Evaluation is an essential part of this process.

Project Management

SpySee’s project management planning systems have been specially designed to control all stages of a project and ensure successful completion. We have efficient planning tools, management and reporting systems. SpySee currently manages mystery shopping for a number of high profile clients, such as Canberra International Airport Group, MYOB and Westfield Belconnen shopping centre.

Past Experience

SpySee has successfully conducted small and large mystery shopping programs for many clients including Canberra International Airport Group, Canberra Raiders Sports Club, Westfield Belconnen, and most recently MYOB.

Working with these clients SpySee has solved a range of issues from staffing concerns, staff and customer loyalty, training assessment and provided an overall lift in the customer service offered to clients.

These projects involved the following services:

• Program design including surveys and objectives.
• Survey distribution, collection and data entry.
• Deploying mystery shoppers to random businesses, overseeing completion and submission of surveys.
• Training of our mystery shoppers to understand the nature of each individual business’s requirements and objectives.
• Data analysis.
• Results submission.
• Program redesign for future assessments.

Mystery Shoppers

SpySee mystery shoppers come from all walks of life. Our extensive database covers the requirements of our customers whether they would like a mystery shop completed by a shopper who represents their current customer, or one who represents their target audience for marketing purposes. Shoppers can be educated in the background of the mystery shop prior to conducting or they can be given minimal instructions as required.

All of our shoppers are engaged as contractors and when signing up to join our team they sign a contract which they must abide by in order to complete an assignment accurately and to our high standards.

Insurance

SpySee carries appropriate business insurance which also covers our mystery shoppers when on assignment.

The SpySee Team

SpySee is an Australian family-owned business and has some of the most experienced customer service professionals working in it. While SpySee’s senior management and account management comprises the following individuals, we would ensure other resources were available within SpySee as deemed necessary under the scope of the proposed programme.