Customer Experience Testing (Mystery Shopping)
Find out what your customers actually experience.
Independent mystery shopping, from $119 + GST. We contact your business the way a customer would, then tell you exactly what happened.
You already know what’s supposed to happen when someone calls, emails or walks in. The question is whether it actually does, on a Tuesday afternoon, when you’re not watching, with whoever happens to pick up.
CX Testing answers that. We approach your business as a real customer would, through whichever channel matters most, and document what happened.
Not what should have happened. What did.
Why we call it CX Testing, not mystery shopping
Most mystery shopping tells you whether the person was friendly and whether the store was tidy. Useful, but shallow. We test against a defined standard, what you told us is supposed to happen at each point, so the report tells you where reality drifted from intent, not just whether someone had a good day.
Same method. Sharper question.
What gets tested
Across each channel below we test how your business performs, where the gaps are and what improvements you could make.
Website & online enquiry
from $119 + GST
Phone
from $159 + GST
In Person
from $249 + GST, plus travel
How it works
- Setting the parameters
A short conversation about your business, what’s supposed to happen at each touchpoint, and which channels to test. This is what turns a generic mystery shop into a real measurement. - We run the test
Conducted as a genuine customer interaction, unannounced, at a time that reflects normal trading rather than your quietest hour. - You get the report
What happened, step by step, scored against the standard you set. Where it held up, where it didn’t, and what’s worth fixing first.
What you get back
– A written report of the interaction, step by step, in the order it happened
– Scoring against the standard you set at briefing, not a generic checklist
– Specific moments called out, what was said, how long things took, what was missed
– Clear recommendations on what to address first
Who it’s for
Any business where customers make contact before they buy, and where the quality of that contact decides whether they do. It works as a one-off check when you suspect something’s slipping, as a before-and-after measure around training or a change in process, or as a low-commitment first look if you’re not ready for a full audit.
Testing on its own, or as part of something bigger
CX Testing is included in every CX Audit (the CX Snapshot and the CX Interrogation), alongside a broader look at your full customer journey. If you want it running regularly rather than once, Ongoing CX Testing & Tracking covers it on a monthly rhythm, with results tracked over time.
Find out what’s actually happening
One test, one report, no ongoing commitment. From $119 + GST.
FAQs
Frequently asked questions
What testing involves, what it costs, and how it differs from a full audit.
Still have a question in mind? Contact us directly!
Is CX Testing the same as mystery shopping?
Yes, it’s the same method. We use the term CX Testing because we test against a defined standard, what you told us should happen, rather than a generic checklist. You get the same thing a mystery shop gives you, measured against something more useful than a stranger’s opinion.
Will my staff know they’re being tested?
That’s your call. Unannounced testing gives you the most honest read, so that’s the default. Some businesses prefer to tell their team that testing happens at some point without saying when, which keeps the standard up without the element of surprise. Either works, we’ll agree it at briefing.
How much does it cost?
From $119 + GST for a website or online enquiry, from $159 for phone, and from $249 plus travel for an in-person visit. Testing multiple channels is priced per channel.
Can you test more than one location?
Yes. Multi-site testing is priced per location and is often where it earns its keep, the difference between your best site and your worst is usually bigger than owners expect.
What’s the difference between this and a CX Audit?
Testing looks at one interaction through one channel. An audit looks at your entire customer journey, testing included, plus your website, your competitors and what’s supposed to happen behind the scenes. Testing tells you what happened in that moment. An audit tells you why.
Do I need to do a full audit first?
No. Testing stands completely on its own, and it’s the lowest-commitment way to find out whether something’s actually wrong before spending more to find out why.
Can I have testing done regularly?
Yes. Ongoing CX Testing & Tracking runs it monthly, with results tracked over time so you can see whether the standard is holding rather than just where it stood on one day.
Still have a question in mind? Contact us directly.