Mystery shopping only works when it is done ethically. These are the rules every Ninja Metrics audit follows.
Our audits evaluate whether a business's service standards are being delivered. Reports describe the experience — timings, processes, environment, outcomes — and are never used to victimise individual staff members. We encourage clients to use findings for coaching and system improvement, not disciplinary action based on a single observation.
Ninjas behave as genuine customers. We do not use entrapment, provocation or unreasonable scenarios designed to make staff fail. If a customer would not plausibly do it, neither do we.
Competitor benchmarking is conducted exclusively through public channels — the same shops, websites and phone lines available to any customer. We do not misrepresent ourselves to obtain confidential information, and we do not access anything a normal customer could not.
Audit data is handled in line with POPIA and our Privacy Policy. Client identities, standards and results are confidential. Ninjas sign confidentiality undertakings and see only the information needed for their mission.
Mission requirements, compensation and deadlines are agreed before a mission starts. Approved work is paid as agreed. Ninjas may decline missions without penalty.
If you believe any audit fell short of these standards, contact us at dom@lamontagna.co. Every concern is reviewed by senior management.