Shadow Shopper
Customer eXperience & Mystery Shopping Experts

Businesses want to spend more time fixing problems and less time finding them.


Shadow shopper in grocery store
2 customers looking in store window
Exec explaining Net Promoter to staff




2 customers looking at website
Customer on phone not happy
Shadow Shopper with bags outside store
Angry customer posting on social media

Dissatisfied customer pointing at website
Happy customer on website
smiling customer typing on website



Competitive Advantage Book 3D
Front Page of Shadow Reports




Steve Jobs: "It's really hard to design products using focus groups. People don't know what they want until you show it to them."
Henry Ford: "If I had asked people what they wanted they would have said 'faster horses!'"



Bored customers in focus group



Interior of nice house to buy


abandoned cart in supermarket
  • Food and drink: over 75%

  • Consumer electronics: 74%

  • Fashion: 72%

  • Home furnishings: 70%

  • Sports goods: 69%

  • Health and Beauty: 66%


  • Unexpected costs: 56%

  • Just browsing: 37%

  • Found a better price: 36%

  • Looking for a coupon: 27%

  • Navigation too complicated: 25%

  • Process too long: 21%




Unhappy online customer with hands over eyes

  • More than half of all Australians have a Facebook account and visit YouTube.

  • Around 10% of Australians are active Twitter users.

  • As well, over 4 million use Instagram, Tumblr and LinkedIn.

  • Websites like Tripadvisor (1.7m) are popular also.


qantas tweet about the competition


More qantas tweets about the competition
qantas tweet about qnatas luxury
qantas tweet about Alan Joyce
qantas tweet about Gen Y
qantas tweet about Social Media


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flower-shop-staff-smiling


Hotel staff cleaning


Physiotherapist with customer


manufacturers in white coats


Unhappy online customer opening parcel


Lawyer advising client