Mystery Shopping Core Activities
Project Management
As an experienced Mystery Shopping solution provider, we are committed to delivering peace of mind to our clients. To uphold this promise, our project management team adopts an inclusive and complete ownership approach to ensure effective communication and seamless project execution, guaranteeing timely and accurate deliverables.
Inclusion Approach
Clients receive regular updates on the project’s progress, typically on a weekly basis. Additionally, in the event of any unexpected situations, clients are promptly notified and provided with recommendations for necessary actions or mitigation steps.
Complete Ownership Approach
A dedicated team, comprising a project manager and executive, assumes full responsibility for every aspect of the project, including:
• Planning
• Recruitment
• Task assignment
• Validation
• Report generation
This approach fosters accountability, enabling the team to share responsibilities and respond swiftly to any challenges that may arise during the Mystery Shopping process.
Recruitment and Selection of Mystery Shoppers
In Mystery Shopping, shoppers are carefully selected to match the ideal customer profile for the brand.
Selection Process:
a) Database Matching
With access to a growing database of over 10,000 shoppers from diverse backgrounds, we match the client’s required profile to our database to ensure the most suitable candidates are chosen.
b) Objective and Non-Biased Evaluations
Regardless of diversity, the primary goal remains consistent: to deliver objective and unbiased evaluations.
c) Final Assessment
Selected shoppers who agree to our terms and conditions undergo a final assessment, known as the “Project Test.” Only those who meet or exceed the benchmark score are assigned to the project.
d) Code of Conduct Agreement
To protect confidentiality and uphold professional standards, selected shoppers must sign a Mystery Shopper Code of Conduct agreement. This ensures compliance with terms and conditions before any project-related documents are shared.
This rigorous process guarantees that Mystery Shoppers are well-prepared and aligned with the project’s objectives.
Briefing and De-briefing of Mystery Shoppers
With over a decade of experience in Mystery Shopping services, we continue to rely on traditional and effective methods for briefing Mystery Shoppers. These include face-to-face and telephone briefings, both of which have proven to be highly effective in ensuring shopper understanding and minimizing the risk of invalid visits. Key Aspects of the Briefing Process:
a) Effective Communication
Face-to-face and telephone briefings allow us to thoroughly gauge the shopper’s comprehension of project requirements and objectives.
b) Client Participation
As part of our inclusion approach, clients are welcome to attend shopper briefings at their convenience.
c) Maintaining Anonymity
To uphold the integrity of the Mystery Shopping process, clients are advised to keep the shopper’s identity confidential from sales associates. This ensures the evaluations remain anonymous and unbiased.
By adhering to these practices, we ensure that Mystery Shoppers are well-prepared, and the process remains effective and objective.
Validation Process
Validation is a critical and time-intensive step in the preparation of Mystery Shopping reports. Every detail submitted by the shopper is meticulously reviewed to ensure accuracy and reliability. Key Features of Our Validation Process:
a) Thorough Scrutiny
Each aspect of the shopper’s report is carefully examined to maintain the highest standards of quality and precision.
b) Zero Tolerance for Inaccuracy
We uphold a strict zero-tolerance policy for inaccuracies. If any misconduct or discrepancies are detected during a mystery shopping visit, we take immediate action, which may include terminating the shopper and arranging a replacement visit at our own cost.
c) Multi-Layered Review
Reports undergo two rounds of validation checks before being finalized and published, ensuring every detail is accurate and aligned with project objectives.
This rigorous process guarantees the delivery of reliable, high-quality reports that our clients can trust.
Reporting and Presentation
Our reports are tailored to meet your specific needs and are available both online and offline. The online reporting system allows your managers to access the information anytime, anywhere, enabling prompt analysis and immediate action.
As part of our commitment to continuous improvement, our reports also include recommendations for enhancement and skill development to help drive better outcomes.
