The Realise Group

What The Realise Group does

The Realise Group is an Australian customer experience measurement firm founded in 2000 by Katie Miles and Cecilie Munro and headquartered in Footscray, Melbourne. The company provides mystery shopping programs, retail audits, Voice of the Customer (VoC) research, Net Promoter Score (NPS) measurement, competitor benchmarking, face-to-face customer interviews, research analytics, and employee communication programs to enterprise clients across Australia and New Zealand across more than 15 industry verticals including retail, banking, hospitality, grocery, pharmacy, QSR, government, utilities, FMCG, and home improvement.

Core technology is built around the proprietary Realise Online platform — a dynamic reporting dashboard with multi-level access from store manager to managing director, supported by a mobile app for iOS and Android, all backed by an encrypted Microsoft SQL Server database hosted in a Sydney CBD data centre. The company also operates Field Agent®, a registered-trademark crowdsourcing smartphone app with more than 80,000 registered agents nationally and 50,000+ downloads, which businesses use to commission real-time in-store data collection on a pay-as-you-go basis starting at $8 per response. Add-on modules include Social Media Reviews Monitoring (integrating 50+ review sites) and the Kaizen Action Plan for automated continuous-improvement workflows.

The business operates a hybrid revenue model: traditional mystery shopping and VoC programs are billed on a project / professional services basis (shop fees typically $8-$25, up to ~$100 for complex assignments, with separate purchase reimbursements), while Field Agent transactions are usage-based. Go-to-market is predominantly enterprise field sales targeting multi-store retailers, supplemented by a self-serve online channel via the Realise Online portal and the globally distributed Field Agent app. The 10,000+ person field team — comprising mystery shoppers, auditors, interviewers, and Field Agents across metro and regional Australia and New Zealand — is the operational backbone and is supplied via gig-style engagement rather than full-time employment.

Name

The Realise Group

Legal name

The Realise Group

Website

https://therealisegroup.com.au

Company type

Private

Founded year

2000

Operating status

Operating

Headcount range

51–100 employees

Short description

The Realise Group is an Australian customer experience measurement firm founded in 2000 that delivers mystery shopping, retail audits, Voice of the Customer, and NPS programs to enterprises across Australia and New Zealand via its Realise Online platform and Field Agent crowdsourcing app.

Ownership category

akta.pro rank

Product category

Customer Experience Research Services

akta.pro primary industry

Market, Shopper & Category Insights / Research Services (CRAOAOAI)

Keywords

• Customer experience measurement
• Mystery shopping services
• Retail audit services
• Voice of customer research
• Field data collection

Headquarters

HQ city

Footscray

HQ country

Australia

HQ region

Oceania

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure

Revenue model

1. Mystery Shopping Programs: Organizations engage The Realise Group to conduct mystery shopping evaluations across their store networks. Mystery shoppers visit locations anonymously to assess customer service, store presentation, product knowledge and compliance standards.
2. Retail Audits: Third-party retail auditing services measure store compliance to operational standards, promotional initiatives, OHS protocols and brand promises. Auditors conduct announced inspections using tablet technology.
3. Field Agent Crowdsourcing: Smartphone app-based crowdsourcing platform where businesses pay per response ($8+ per response) to collect real-time data from consumers. Pay-as-you-go model for price checks, audits, surveys, and competitor research.
4. Voice of the Customer Programs: Customer satisfaction and loyalty measurement programs using multiple collection methods including email invitations, in-store surveys, website pop-ups, and face-to-face interviews. Data consolidated into real-time dashboards.
5. Net Promoter Score Programs: NPS measurement and analysis services to help organizations understand customer loyalty and likelihood to recommend. Includes relationship and transactional feedback surveys.
6. Customer Interviews: Face-to-face customer interview services conducted by trained interviewers to capture customer interactions and experiences with brands.
7. Competitor Benchmarking: Competitive analysis research services comparing product, service, prices and customer experience against competitors through mystery shopping and market research.
8. Research Analytics: In-depth customer research including Drivers of Delight studies, exit interviews, and statistical analysis to identify factors driving satisfaction and retention.
9. Communication Programs: Employee communication, reward and recognition programs that help organizations acknowledge, motivate and train front-line staff on brand standards and customer service expectations.

Pricing tiers

Go-to-market motion3 records

Distribution channels5 records

Marketing channels11 records

Core offering

The Realise Group provides customer experience measurement solutions to organisations across Australia and New Zealand through mystery shopping programs, retail audits, voice of the customer research, Net Promoter Score measurement, competitor benchmarking, customer interviews, research analytics, and employee communication programs. Data collection is delivered by a 10,000+ field team of mystery shoppers, auditors, and crowdsourced Field Agents, with results delivered through the proprietary Realise Online dashboard platform (web and mobile) and the Field Agent smartphone app.

Product overview

The Realise Group is an Australian customer experience research company offering a portfolio of integrated services including mystery shopping programs, retail audits, voice of the customer programs, Net Promoter Score measurement, competitor benchmarking, customer interviews, and the Field Agent crowdsourcing app. Their core Realise Online platform provides dynamic reporting dashboards accessible via web and mobile apps, with add-on modules for social media monitoring and Kaizen Action Plan for continuous improvement. The company operates across Australia and New Zealand with a field team of over 10,000 mystery shoppers, auditors, and field agents.

Differentiator

Problem solved

Functional benefit

Brands

• Field Agent: A crowdsourcing smartphone app that pays consumers to collect real-time data, conduct retail audits, mystery shops, and consumer insights through thousands of registered agents across Australia.
• Realise People Solutions
• Realise Online

Products and services

• Mystery Shopping Programs Secret shopping services that allow organisations to objectively measure operational standards and customer experience at stores or customer touch-points, ensuring brand promises are consistently delivered. Used by retailers, banks, hospitality chains, and service businesses across Australia and New Zealand.
• Voice of the Customer Programs Customer satisfaction and loyalty measurement programs using multiple collection methods (email invitations, in-store surveys, website pop-ups, face-to-face interviews) consolidated into real-time dashboards so businesses can monitor and respond to customer experience.
• Retail Audits Third-party announced inspections of stores measuring compliance to operational standards, point of sale material, price, product availability, OHS protocols, and the execution of retail marketing and promotional initiatives, with real-time data and images captured via tablet technology.
• Net Promoter Score Programs Customer loyalty measurement using NPS methodology to categorise customers into Promoters, Passives, and Detractors through relationship and transactional feedback surveys, helping organisations focus on operational improvements that drive brand advocacy.
• Competitor Benchmarking Competitive analysis research comparing products, services, prices, and customer experience against competitors through mystery shopping and market research to identify market advantages and areas for improvement.
• Customer Interviews Face-to-face customer interviews conducted by trained interviewers to capture in-depth feedback on customer interactions with a brand and in-store experience, allowing exploration of ratings and elaboration on responses.
• Field Agent Crowdsourcing smartphone app that pays regular consumers (80,000+ registered Agents across Australia) to collect real-time in-store data, conduct audits, mystery shops, price checks, stock checks, opinion polls, product reviews, competitor research, and compliance data for businesses. Available on iOS and Android with pricing starting from $8 per response.
• Research Analytics In-depth customer research including Drivers of Delight studies, exit interviews, and statistical analysis to identify factors driving customer satisfaction and retention, with results delivered as actionable insights for policy and standards development.
• Communication Programs

Quantifiable outcome

• Field Agent can reduce data collection costs significantly compared to traditional research methods
• +3 more outcomes

Named customers14 records

Segments12 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature5 records

Partnerships

Three partnerships are on record, tiered core.

• Centreforce Management Services (now Realise People Solutions)coreStrategic or Co-development Partner · 1 January 2003In 2003, The Realise Group joined forces with Centreforce Management Services (now Realise People Solutions), bringing with it the knowledge and experience of Director Rebecca Lockett. This partnership expanded the company's service offerings and management expertise.
• Mystery Shopping Professionals Association (MSPA)coreOthersThe Realise Group is a member of the Mystery Shopping Professionals Association (MSPA). All members follow a Code of Ethics and work within guidelines that have helped raise the level of professionalism across the Mystery Shopping Industry.
• Inside Retail AwardscoreStrategic or Co-development PartnerThe Realise Group was Research Partner for Inside Retail Awards 2018, using Field Agent video tool to capture feedback from real shoppers following interactions with award finalists.

Scale indicators9 records

Recent moves7 records

Expansion highlights5 records

Market position

Competitive moat5 records

Key highlights7 records

Customer concentration

• Facebookfacebook.com/therealisegroup
• LinkedInlinkedin.com/company/therealisegroup
• Instagraminstagram.com/therealisegroup
• Xx.com/TheRealiseGroup

Revenue estimate

Valuation estimate

Number of profiles

Profiles9 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about The Realise Group