How We Conduct Mystery Shopping Calls to Australian Banks

Our Australian-based mystery shoppers are highly trained to replicate real customer scenarios – making calls at random times and on different days to simulate authentic banking enquiries.

Each call reflects a typical new business enquiry – such as applying for a home loan, switching credit cards, or opening a term deposit – with no prior relationship to the bank. This allows us to assess how effectively banks handle first-touch opportunities that often shape long-term customer perception.

While variables like call volumes, staffing levels, and customer demographics may influence performance, the reality is simple: customers only care about their own experience. That one call forms their entire view of the brand in that moment.

Our Mystery Shopping assessments are designed to capture this perspective – focusing exclusively on new banking enquiries. We are unable to assess the experience for existing customers (e.g. disputes or account servicing), as these require access to active accounts.