To monitor the quality of inspections and customer service, NZTA and other authorities sometimes use mystery shopper audits. These audits are designed to reflect a real customer’s experience, and a poor result can lead to a full audit, and a potential risk losing your WOF authority.
Would you pass a mystery shopper audit today? Here’s what you need to watch out for and how using tools like eWOF can help.
Why Mystery Shopper Audits Are Important
Mystery shopper audits don’t just look at whether a vehicle passed or failed. They focus on how the inspection was carried out, how clearly it was documented, and how the results were communicated to the customer. Every part of the experience counts, from legibility to accuracy. If any part of the process is found lacking, especially in terms of documentation or customer communication, it could raise flags and trigger a full WOF audit.
Mystery Shopper Possible Triggers (and How eWOF Helps)
- Legible Writing (VIRM requirement)
All WOF checksheets must be clear and easy to read. Poor or messy writing can make it difficult for a customer—or an auditor—to understand the inspection notes.
How eWOF helps: Digital entry eliminates handwriting issues altogether, ensuring all Reasons for Rejections and Comments are easy to read and professionally presented.
You can use the photo to text feature that automatically adds virtually all the required vehicle details from a photo of the rego label on the windscreen. Plus take a photo of your computer screen or Repair Order/Job Card to automatically get all of the Customer Details. No typing is required with clear and accurate text!
- Correct Spelling and Grammar (VIRM requirement)
Spelling and grammar matter. Mistakes can confuse the customer or make the inspection seem unprofessional. It’s important that anyone reading the checksheet understands exactly what’s been recorded.
How eWOF helps: Built-in spell-check and standardised drop down lists remove the risk of typos or unclear language, improving communication and customer understanding.
If you don’t like typing and you want to add Comments (such as Service Overdue), then you can use the Speech to Text feature, meaning you can talk to your phone, and it will type for you!
- Providing the Failed Checksheet (VIRM requirement)
If a vehicle fails its WOF, you are required to give the customer the failed checksheet. Not doing so can be seen as non-compliance and raises trust issues.
How eWOF helps: If you forget to give the failed checksheet to your customer, you can email it to them instantly, so you never miss providing it! You can also print the check sheet as required.
You can have your company logo on every WOF check sheet,which is very powerful for building your branding and reputation!
- Filling Out All Required Fields (VIRM requirement)
Every field on the WOF checksheet must be completed properly. Missing or incorrect entries can suggest carelessness or a lack of understanding of inspection requirements.
How eWOF helps: The system prompts you to complete all required fields before finalising the inspection, preventing accidental omissions.
Our eWOF system also stores your Business Details, WOF Authority Number (MS Number), and Vehicle Inspector Number in Settings so that you do not have to type them in every time. It also automatically puts the Last Date For Recheck into the Comments.
Also, the next time you see the same vehicle for a WOF, simply type in the Rego number, and all the vehicle and customer details from the last WOF inspection will automatically populate your eWOF inspection.
WOF Consistency Matters
You may pass one mystery shopper visit, but consistency is key. Every customer and every vehicle deserves the same attention to detail. Using a tool like eWOF not only streamlines the process but also helps ensure that your documentation meets compliance standards every time.
In the end, WOF inspections are about safety, professionalism, and trust. Whether it’s a real customer or a mystery shopper, make sure your process reflects the standards expected and protects your WOF authority for either scheduled or random NZTA WOF Audits.