See how your customers really experience your business
Custofy Consulting reveals the truth about your service through professional mystery shopping and customer experience audits.Custofy was created to help businesses understand how customers actually experience their service, not just how they believe it is delivered.Custofy was created to help businesses understand how customers actually experience their service, not just how they believe it is delivered.
How Custofy Consulting started and why we do this
Custofy Consulting was founded in Brisbane to solve a problem we saw repeatedly: businesses didn't truly know how their customers experienced their services. We built a team of trained mystery shoppers to provide the real feedback that drives meaningful improvement. Today, we help restaurants, retailers, gyms, salons, healthcare clinics and more, across Australia see their business through their customers' eyes.
The people behind Custofy
Our team brings hands-on expertise in customer experience evaluation and service quality auditing across retail, hospitality, and healthcare. We conduct anonymous assessments that go beyond surface-level observations — capturing the moments that shape how customers feel, what staff actually do, and where service gaps exist. Every report we deliver is honest, specific, and built to give businesses something they can act on.
Founder & Lead Mystery Shopper
Laura Leighton
Laura founded Custofy Consulting after recognising a gap that many Brisbane businesses share — they invest in their teams and their brand, but rarely get an honest, outside view of how that experience actually lands with customers. She leads every mystery shopping evaluation personally, combining structured audit frameworks with a sharp eye for the details that matter. The result is reporting that goes beyond scores and checklists, giving business owners a clear picture of what's working, what isn't, and exactly where to focus next.
Mystery Shopper & Service Evaluator
Team Auditor
Our trained evaluator conducts anonymous visits across retail, hospitality, and healthcare settings, blending in as a regular customer to get an honest picture of what your business actually delivers. During each visit, they assess the full customer journey — from first impressions and staff interactions to how well your team upholds brand standards and handles real service moments. Everything is documented with the kind of detail that makes it easy to act on.
What Businesses Tell Us
Real results from restaurants, retailers, and service providers who've improved their customer experience with Custofy Consulting.
Custofy's mystery shopping revealed gaps in our staff training we didn't know existed. Their detailed report helped us fix service inconsistencies across all locations.
James Morrison
Owner, Casual Dining Restaurant
The audit was thorough and the recommendations were practical. We implemented their feedback on cleanliness and customer greeting protocols. Our satisfaction scores improved noticeably.
Michelle Chen
Manager, Retail Store
We needed an honest assessment of our customer journey. Custofy delivered exactly that. Their report was eye-opening and helped us prioritize improvements that actually matter.
David Patel
Director, Hospitality Venue
As a growing café chain, consistency across locations was critical. Custofy's multi-location audits showed us exactly where our standards were slipping. Worth every dollar.
Sarah Williams
Founder, Café Group
Their mystery shoppers were indistinguishable from real customers. The scoring breakdown helped us understand our performance against actual industry standards, not just our own assumptions.
Robert Thompson
General Manager, Fitness Studio
We work in healthcare where patient experience is everything. Custofy's clinical approach to auditing gave us concrete data to present to our team. Highly valuable for our accreditation process.
Dr. Amanda Foster
Practice Owner, Medical Clinic
Real insights from real customer experiences
We measure what matters. Anonymous visits, detailed scoring, and actionable recommendations that drive measurable improvements across your business.
100%
Anonymous Evaluations
All our evaluations are conducted anonymously to ensure unbiased results.
5
Step Structured Process
Our process involves a structured 5-step approach to ensure thorough evaluation.
50+
Assessment Criteria
We use over 50 criteria to assess and improve your business's customer experience.
7
Industries Served
Our expertise spans 7 industries, including retail, hospitality, and healthcare.
See how mystery shopping transforms your customer experience
Get in touch with Custofy Consulting to discuss how anonymous evaluations and detailed insights can strengthen your service standards and drive customer satisfaction.