About My CX
As a division of Australia’s largest market research data collection group, TKW Research, My CX offers one of the most customised and intelligent approaches to mystery shopping based on your business needs.
We work with you to enhance the delivery of your customer experience, operational compliance, and brand promise across every customer touchpoint, interaction and channel.
How My CX Mystery Shopping works
Our qualified mystery shoppers become your eyes and ears, gathering thousands of points of data for careful interpretation to reveal opportunities for improvement and growth.
Onsite Mystery Shopping
See inside your stores or branches from your customers’ perspective. Our qualified shoppers act and think like one of your customers, objectively gathering data about your staff, merchandising and product or service delivery. Get real and accurate insights into all your physical locations that identify weaknesses and opportunities for growth.
Telephone Mystery Shopping
Believe it or not, the telephone is still the front line for handling customer enquiries. Many people still like to deal with a real human. And phone enquiries are a great chance for you to convey the warmth, efficiency, and helpfulness of your brand. But long call waiting times, unhelpful operators and confusing automated systems all have a negative impact on your brand and customer loyalty. We collect a range of comprehensive reports on both hard and soft metrics, so we can identify weaknesses and drive improvement.
Learn how your retail outlets present and perform to customers. Are the latest promotions on offer? What is the speed and quality of service like? Is customer safety taken into account? How organised and effective is the display of merchandise? Our retail audits provide a thorough, third-party investigation of your stores or clinics to get actionable outcomes that improve performance.
Competitor Mystery Shopping
Gain a competitive edge through valuable insights into the latest services, products and practices in your industry. Why are customers choosing your competitors over you? What are the opportunities to increase your market share? My CX delves into your competition to build relevant, fact-based insights that will help us develop a strategic plan to win customers.
Online Mystery Shopping
Customers abandon a website or chat facility more quickly than they walk out of a brick-and-mortar store. We help you understand your user journey from their first engagement right through to repeat purchases. What’s preventing initial enquiries converting into leads? What’s causing customers to abandon cart? How responsive are you across social, live chat and email? Is your website navigation and architecture driving conversions and sales? Is your product or service information clear and current? We work with you to create a seamless customer experience across all your online channels, including web, chat, email, social and phone to increase conversions.
The Outcomes For Your Business
A Better Customer Experience
You can tell your consumers anything you want about your brand, but the truth is, your brand is what your consumers tell each other it is – and the internet has magnified the effects of brand perception. Get it wrong, and you can very quickly have a reputation crisis on your hands. My CX allows you to preempt problems before they escalate and respond in an objective, targeted fashion.
Get an in-depth look into how well your management team executes through regular compliance audits of your operations. Are they doing, saying, promoting the things you have taught them to? Our objective, hands-on approach to auditing provides insights and factual reporting based on real observations.
Theft, fraud, inventory shrinkage, health and safety breaches, and administration errors all eat into your hard-earned profits. We identify and report the causes for lost profit within your business so we can work with you to deploy an effective strategy to avoid them.
Do you know why your customers choose your competitors over you? My CX builds a benchmark for comparing your products and services with those of your competitors, identifying your competitive edge and the loyalty drivers that will win you customers.
Associations and Accreditation
Who we work with
Our mystery shopping programs are designed for medium to large businesses in the B2C space who want to build a deeper understanding of their operational compliance and customer experience at every interaction.
“TKW is a long-standing, experienced company with national coverage and capability. They will do what is required to get the job done and aren’t afraid to put forward alternate suggestions as to how a methodology or approach could be improved. TKW has provided excellent field services to Painted Dog on this project over the past 9 years.”
– Chris Batini, Painted Dog Research
“Congratulations from us all on such a stellar job smashing the target at the State Library. You exceed the target every time! We all really appreciate this – please pass on our collective thanks to the team.”
– Lucy Shorrocks, Morris Hargraves McIntyre
“Bridgestone Select implemented face-to-face mystery shopping at all of our Bridgestone Select stores. My CX offered an easy to use solution, delivering us an outcome with minimal fuss and the ability to adjust the program at short notice.”
– Adam Trembath, Bridgestone Select
“TKW Research provides highly responsive client leadership – they won’t leave you waiting for an answer! They asks the right questions at the right time and ensures her team delivers what is promised. They are great to work with – and are always able to flexibly adapt to our changing needs and proactively finds ways to help us to the job better, cheaper and faster.”
– Charles Coulton, Whereto Research
“I have approached TKW Research on multiple occasions for fieldwork quotations, and they are always careful to ask the right questions to fully understand the brief, but then uses their expertise to really flesh out the practicalities of the job – which is what we all want from a fieldwork partner! They go also go above and beyond to meet client deadlines and co-present pitches, which is so appreciated on large jobs.”
– Kim Sullivan, Orima Research
“Zoos Victoria have been working with TKW for seven years. They have been excellent in pinpointing our strengths and weaknesses in the Admissions and Retail areas of our business. Their unbiased mystery shopping results have enabled us to continually improve our sales and visitor experience front-line teams. Their service is always professional and prompt and I highly recommend using TKW for your mystery shopping research.”
– Eamonn Verberne, Zoos Victoria