BRINGING HEART AND SOUL TO MYSTERY SHOPPING 

Since 1999 we have created long term relationships with ongoing recommendations and referrals, becoming a respected and trusted leading authority across a variety of industries, along with creating a niche in the Registered Club industry.

The performance of your organisation is our priority, and our goal is to experience every aspect of what your business has on offer. This ensures that our real-time feedback will make a difference to the customers you serve and, ultimately, your bottom line.

OARS, is our own created and developed proprietary reporting system – hosted in the Cloud for real time access – it’s not just a reporting tool but a real opportunity to understand your customer interactions and service functions. Audit data is available online within 24 hours of each Mystery Shop visit, giving you full visibility over every aspect of the process.

With an audit scope, question inventory and reporting system that are able to be tailored to suit the needs of any client in any industry, you’ll always receive meaningful information in an easy to use format.

The reports provide both an objective analysis supported by multi level statistics and graphical interpretation combined with subjective analysis, which we call “Mapping of the Journey” reporting on the “EXPERIENCE”. This subjective report complements our objective report, providing you the opportunity to experience the customer experience through the eyes of our trained employees as they interact with each of your team and facilities.

For businesses to survive they need Recommendations and Referrals. Our bespoke software shows the journey and at what points your team and facilities go beyond the customers expectations and those that detract from the overall experience.

Combining the results with our clients expertise, systems and aspirations with our expertise we structure strategies for improved Service Skills, capitalising on strengths in the business and improving on any identified opportunities.

Client requests and research has shown the team at OOPS that in this increasingly competitive market it is vital for businesses to take a clear position in their market and communicate their competitive advantages to both existing and potential customers. 

Therefore we offer three further reporting programs:

• Trends Analysis
• Benchmarking
• Competitor Audits / Positioning Maps

Member of MSPA - Mystery Shopping Professionals Association

FACILITATED FOCUS GROUPS - TIERED PLAYERS, MEMBERS, GUESTS

We have conducted Facilitated Focus Groups at numerous venues within the Sydney and regional areas for a variety of services and facilities that the venues offer to their members and guests: Dining, Community Engagement, Golf Club members, Membership Sales, Loyalty Programs and Gaming Players – Top Tier as well as those members on the Loyalty journey of tiered membership.

Obtaining direct feedback in a confidential manner is critical in understanding the needs of your guests.