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We've been measuring sales and service for 20 years all around the world, proudly serving some of the biggest companies in the world.
Some tools have changed, but the principles remain the same.
Your program can only be as good as its design, and this is where our experienced design team will help solve your problems.
Our clients are in every imaginable industry in over 70 countries.
We'll apply all the lessons learned to your new measurement program.
Diamond represents more than just a precious stone; it symbolizes excellence, rarity, and durability. At Diamond Opticx, we embody these values in our commitment to providing high-quality services and products to our customers. We strive to be the diamond standard in everything we do, ensuring that our clients receive the best experience possible. With our unwavering dedication to excellence, we are confident that we can help you shine like a diamond in your industry.
Optic refers to the power of seeing and understanding things clearly. At Diamond Opticx, we believe in having a crystal-clear vision of our clients' needs and exceeding their expectations. We help our clients see and understand their customer experiences in a way that allows them to make informed decisions and take meaningful action. Our insights are like a lens that provides a focused view of the customer journey, enabling businesses to enhance their operations and drive growth.
CX: Customer experience is the heart of our business. We aim to exceed expectations and create memorable interactions that leave a lasting impression. Every touchpoint matters, and we strive to make each one a diamond-worthy experience. Our commitment to CX drives our passion for delivering exceptional service and cultivating lifelong relationships with our clients. With Diamond Opticx, you can expect nothing less than excellence in every interaction.
Diamond-Opticx was born out of a desire to provide unparalleled insights into the operational performance of businesses. Founded in 2002 by Frank Edwards, who left the banking world to pursue this vision, Diamond-Opticx has grown to become a leading provider of mystery shopping services in Australia and beyond. With a track record of servicing both large and small companies across all industries, including ANZ, NAB, National Storage, and over 100 local companies, Diamond-Opticx has earned a reputation for delivering actionable insights that drive real results. The company's list of satisfied clients is a testament to its success, including international brands such as Lamborghini, MasterCard, Visa, Google, Facebook, and Hard Rock, as well as 1200 other companies. Over the years, Diamond-Opticx has completed more than 1,200,000 mystery shop evaluations, giving businesses the tools they need to improve customer service and operational performance.
At Diamond Opticx, we are committed to growing and advancing the mystery shopping industry in the Asia Pacific region. We have played a significant role in the industry by serving as the President of the Mystery Shopping Providers Association – Asia Pacific and advising the global body. Our involvement in these organizations allows us to stay up-to-date with the latest best practices and industry trends from around the world. We are dedicated to sharing our knowledge and experience with other companies in the industry to help promote its growth and development. Our aim is to create a more transparent and reliable service for both clients and shoppers, and to provide the most accurate and valuable data possible.
At Diamond Opticx, we believe in continuously expanding our reach and capabilities to provide the best service to our clients. In 2018, we established a strategic partnership with HS Brands International to represent them in the Asia Pacific region, enabling us to tap into their global expertise and resources. Our partnership with HS Brands International has allowed us to establish offices in all continents of the world, providing us with direct access to local markets and enabling us to better serve our clients' needs. With offices in Shanghai, Tokyo, New Zealand, and Sydney, we have built a truly global network of professionals who are passionate about delivering exceptional mystery shopping services.
Diamond-Opticx has evolved from a traditional mystery shopping company to a full-service customer experience firm. Our product offerings have expanded to include a range of services beyond mystery shopping. We now offer:
Social Media Monitor – Social Media Monitoring: With the growing importance of social media in shaping brand perceptions, Diamond Opticx now offers social media monitoring as a service. Our team of social media experts track and manage our client's social media platforms, monitoring online conversations, and providing actionable insights on customer sentiment and behavior.
Site Audits – Our Site Audit service involves conducting overt store audits to check back-of-house operations. This includes a comprehensive review of facilities, equipment, and storage areas, ensuring they meet operational and safety standards. Our experienced auditors conduct thorough inspections of the site, highlighting any issues or areas that need improvement, providing clients with actionable recommendations for improvement.
Internal Audits – Our Internal Audit platform provides a flexible and efficient way for clients to conduct internal checklists and audits. The platform is customizable and can be tailored to meet the specific needs of each client, with an intuitive interface that is easy to use. This service provides clients with the ability to monitor performance, track progress, and identify areas for improvement.
LiveShopper – LiveShopper is a powerful tool that provides instant feedback through our client's existing phone apps and loyalty programs. It allows customers to provide feedback and share their experiences in real-time, making it easy for businesses to stay on top of customer feedback and resolve issues quickly.
Net Promoter Score – Our Net Promoter Score service provides clients with valuable insights into their customer loyalty and satisfaction. By collecting customer feedback live at the point of purchase, we can help clients identify areas for improvement and take action to improve customer satisfaction and loyalty. This service provides clients with a comprehensive understanding of their customer base and helps them make informed business decisions.
Our team is the heart of Diamond Opticx, and we take pride in the expertise and experience they bring to every project. From our senior management team to our field operatives, every member of our team has a deep understanding of the mystery shopping industry and a commitment to delivering high-quality results. Our most junior employees have over five years of tenure, and our senior team members have been in the industry for decades. This depth of experience allows us to tailor our services to the unique needs of our clients, and to anticipate and solve potential issues before they arise. We also maintain a fluid relationship with all of the HS Brands offices, enabling us to deploy resources from whichever part of the world is most appropriate for your project. This global network ensures that we have access to the best talent, technology, and resources available, and allows us to deliver exceptional results to clients across the globe.
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