Coming Soon! View the Q1 2025 Internet Retailers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!
How We Conduct Mystery Shopping Calls to Australian Internet Retailers
Our Australian-based mystery shoppers are specially trained to simulate genuine customer enquiries, placing calls at random days and times using a range of realistic scenarios – typically focused on new internet plans or switching providers.
While factors such as sample sizes, FTE-to-customer ratios, demographics or unusually busy periods may influence call centre performance, none of that matters to the customer. All that matters is their call – and their experience in that moment.
Our Mystery Shopping approach is designed to reflect exactly that: how a single interaction can shape the customer’s entire perception of a provider.
To maintain anonymity, all assessments focus on new service/connection enquiries, where no account or billing information needs to be disclosed.
Existing customers with billing questions, technical faults or support needs may have a different experience, as those calls are often routed to separate teams and prioritised differently.
