How We Conduct Mystery Shopping Calls to Australian Energy Retailers

In one of the most competitive customer markets in Australia, our mystery shopping calls are designed to reflect what truly matters – the first experience of a potential new customer.

Our Australian-based mystery shoppers are specially trained to replicate genuine enquiries about new energy plans, switching providers, or setting up connections when moving into a new home. Calls are made randomly across days and times, using varied but realistic scenarios – just like a real customer would.

While factors like staffing levels, demographics, and peak times may influence performance, they’re irrelevant to the person on the other end of the line. Customers only care about their own call – and every judgement they make is based on that one experience.

That’s exactly what our Mystery Shopping results are built to capture: a true reflection of how well your contact centre supports sales opportunities in real-world conditions.

To protect anonymity, our calls focus exclusively on new customer interactions that don’t require billing or account verification. Existing customer scenarios like billing enquiries or technical faults are not assessed, as they typically require active accounts and are often handled by separate teams.