Mystery Shopping Core Activities
We provide our partners and stakeholders with peace-of mind.
When a Mystery Project is awarded to us, the project will be under the radar of a dedicated Supervisor whom we call a Project Leader. Depending on the scale and urgency of the project, more than one Project Leader can be appointed to ensure timely deliverables.
Our Project Leaders work closely with the partners and stakeholders to ensure that the project is conducted according to requirements and to provide regular updates on the project status and challenges.
Recruitment and Selection of Mystery Shoppers
Our recruitment database increases yearly and to-date, we have approximately 2,000 mystery shoppers residing in Malaysia alone.
We understand that each business is uniquely different; therefore we take great lengths and measures to recruit and select our mystery shoppers to ensure that it matches your actual customer profile. We send high-end customers to assess luxury automotive dealerships, families to restaurants, businessmen and higher management individuals to priority banks. Although our shoppers have diversified backgrounds; our objective remains parallel – to provide objective and non-bias evaluations.
All our mystery shoppers must sign a confidentiality agreement and the Mystery Shopper code-of conduct agreement for every assignment taken, every time; thus protecting our clients’ best interest.
Briefing and De-briefing of Mystery Shoppers
In-line with technology advancement, we now practise electronic briefing. This method is safer as the documents are viewed from our web portal; hence minimizing the chances of having the documentation reproduced and to avoid information from falling into the hands of competitors.
However, due to geographical limitations, we understand that some areas may not be connected digitally; therefore telephone briefing is used. Apart from the electronic and telephone briefing, face-to face briefings are also available at our office in Dataran Prima, Petaling Jaya.
Clients are welcomed to attend our face-to-face briefings at any time to their convenience; however the identity of the mystery shopper must be kept anonymous to the front-liners to avoid their identity from being exposed which may lead to a biased evaluation.
To ensure the integrity and accuracy of the evaluation findings, each evaluation is validated twice by different personnel. We have zero tolerance toward inaccuracy; hence if any misconduct is detected during a mystery visit, we will not hesitate to terminate the mystery shopper and compensate you with another visit at our cost.
Reporting and Presentation
Our report will be customized to your needs and can be made available to you both online and/or offline. Our online report will enable your managers to view it anytime and anywhere, empowering them to analyse and take immediate action.
Improvement measures will also be incorporated in our report as part of new skill development.