Secret Shopper Services across Perth and Australia
A secret shopper visits your business as a real buyer. They notice everything your team has stopped noticing. They report what helps a sale and what kills one. Then you do something about it.
Through Customers Eyes has been deploying secret shoppers across Australia since 2012. Our shoppers are trained, briefed, calibrated and rotated. They follow the buyer journey you are trying to fix, then write reports your team can act on this week.
We are Perth-based with an Australia-wide shopper network. Every report lands in 14 days. Every finding is paired with a fix.
What sets a real secret shopper apart from a friend giving feedback
- Calibrated against a written rubric so reports compare across visits
- Photo + audio evidence (consent-based) so claims are verifiable
- Anonymous before, during and after the visit
- Trained on industry-specific service standards (retail, F+B, automotive, healthcare, franchise)
- Rotated so staff cannot pattern-match the same shopper twice
What sets a real secret shopper apart from a friend giving feedback
4 metrics every secret shopper visit measures
These four cover ~80% of what predicts a return visit.
Source: Forrester “The State of Customer Service 2025”.
Industries we secret-shop across Perth + Australia
Why secret shopper visits beat NPS or CSAT alone
NPS tells you how customers felt. Secret shopper visits tell you what your team did. You need both. NPS is the symptom; secret shopping is the cause.
Frequently asked questions
How is secret shopper different from secret customer?
Same thing, different word. Both terms are used in Australia; “secret shopper” is more common in retail, “secret customer” in service-led businesses. We use both.
How many secret shopper visits do I need?
For meaningful insight: minimum 3 visits per site over a quarter. For ongoing programmes: 4 to 12 per site per quarter depending on traffic and complexity.
What does a secret shopper report look like?
A 4 to 8 page deliverable per visit, written in your industry’s language, paired with photos and recommended actions ranked P0 to P3.
Do you only operate in Perth?
No. We are Perth HQ with an Australia-wide shopper network. We run programmes in Sydney, Melbourne, Brisbane, Adelaide and across regional Australia.
Can I trial one visit before committing?
Yes. Book a Mission Brief and we will scope a single trial visit.
Mission Brief , what happens first
The first 30 minutes are free. We listen to what you suspect is happening, look at your numbers, and tell you whether secret customer visits will actually surface what you need.