Quality

Mystery shopping is a process that involves hundreds or thousands of mystery shoppers; hundreds maybe thousands of stores; dozens of questionnaires; different report formats; reams of raw data to be analysed in different ways.

Plenty of scope for things to go wrong – unless the process is properly managed.

We understand the importance of shopper integrity and data integrity and we apply rigorous and extensive quality controls.

• Shoppers - the most critical part of service evaluation is the shopper. Our shoppers are recruited, trained, tested and certified on your specific programme scenarios and we monitor their performance constantly.
• Focus – our quality control is based on the best of technology and human interaction. From shopper orientation and training through full fielding of the programme, quality is built into everything we do.
• Internet platform – our proprietary web-based operating system helps us to monitor and manage the activities of our mystery shoppers – hour-by-hour, day-by-day. Our major investment in IT development reflects our drive for innovation, and our commitment to give you the highest quality of service.
• Quality Assurance – our team of Quality Assurance editors are specifically trained to review each assessment report after the information has been recorded. All reports are reviewed before receiving final approval.