About KPI Mystery Shopping

A family-owned business, obsessed with the next visit.

KPI Mystery Shopping Pty Ltd has been Australian-owned and operated for 25+ years, delivering Mystery Shopping reports to retail, food and beverage, property and accommodation, and service environments across Australia (metro and regional), New Zealand, and South East Asia, including Singapore and Malaysia.

Talk with the team See the platform

25+

Years operating, Australian-owned since 2000

48-72h

Typical report turnaround

Markets: Australia, NZ & South East Asia

100%

Australian-owned, family-run

Our story

A quarter-century of Mystery Shopping, all from the Gold Coast.

KPI Mystery Shopping was founded by an industry veteran with deep retail and hospitality leadership experience, including area management for a major Australian retailer and a general manager role with Australia’s largest Duty-Free operator. That operator’s view shapes every survey we design and every report we sign off: reports should be things you can act on, not things you file.

We’ve stayed family-owned, stayed on the Gold Coast, and stayed focused on Mystery Shopping rather than expanding into a thousand other research products. The reporting platform was custom-built in-house. The shopper panel is calibrated by people who personally read the reports.

Where we work

Three markets, one Gold Coast office.

Australia and New Zealand are run directly from our own shopper panel, with metropolitan, regional and harder-to-reach locations included. Across South East Asia, Singapore and Malaysia in particular, we cover selected areas directly, marked and run by our own team to the same standard. Where a specific area isn’t already covered, we run targeted recruitment to build it.

Direct coverageHeadquarters

How we work

Three things we hold ourselves to.

A small team, a single specialty, and a method honed across a quarter-century of operating-team feedback.

Raise the bar, then hold it

Every report should make a customer-service improvement obvious to the person reading it. Numbers are the start of the conversation, not the end.

Quality over volume

We invest in shopper calibration and report QC because a soft, unspecific report wastes everyone’s time. Detail is the deliverable.

Long-standing relationships

Most of our business comes through referrals and operators we’ve worked with for years. We earn the next brief by being useful in this one.

Governance & confidentiality

Aligned to your governance, independent in the field.

We take confidentiality seriously and align to client governance requirements. NDAs are signed where required, and access to the reporting platform is configured with tiered, role-based permissions (down to individual user level) so each stakeholder sees only what is relevant to their role and scope.

In the field, programs are designed to preserve the independence of results. Shoppers are guided to blend in as an average customer to keep interactions natural, and assignments are typically scheduled within an agreed visit window rather than a fixed appointment, so visits land at varying times of day and across different days of the week.

Who you’ll work with

No outsourced account management. Ever.

The person who designs your survey is the same person who briefs the shoppers and signs off the reports. The platform you log into was built in this office. When you have a question, you get a person, not a ticket.

Quality Control Officer

30+ years retail & hospitality

Background includes area management for a major Australian retailer and general manager for Australia’s largest Duty-Free operator. Personally reviews report quality across the network.

Shopper panel

AU · NZ · selected Asia

Calibrated, vetted and continuously evaluated. Every report is read before it is published, and written feedback goes back to the shopper wherever a submission needs it.

Platform team

In-house, Gold Coast

The reporting platform is designed, built and maintained in-house. New capabilities ship every couple of months.