Mystery Shopping

Mystery Shopping is the practice of using trained shoppers to anonymously evaluate customer service, operations, employee integrity, merchandising, and product quality

Our mystery shopping programs can include both mystery visits and mystery telephone calls. In both cases we assess the agreed interaction between our mystery shoppers and the client’s staff via the agreed scenarios and questionnaires. Both are tailor made to the industry`s KPI [Key Performance Indicators] and more importantly, to the company`s own KPI`s.

Our Mystery Shopping programs focus mainly on improvement points within an organization. AQ Services International will point out the differences between desirable the, KPI`s - and actual delivery of the product or service.

All our shoppers are specifically trained for the clients` program before they may conduct mystery shops. Depending on the intensity and complexity of the mystery shop, our shoppers are trained in person, by phone or through the internet (online training modules) or may even have to conduct test shops. Our database of mystery shoppers allows us to select shoppers with any profile to ensure our shoppers remain anonymous during the visit. This is also important as with the mystery shops we observe how your front line staff performs in usual circumstances.

In short, mystery shopping entails of the following steps:

Step 1: Setting Objectives & Goals
Step 2: Program & Questionnaire Design
Step 3: Defining Profiles, Selecting & Training Shoppers
Step 4: Data Collection & Risk Management
Step 5: Data Preparation - Quality Control
Step 6: Reporting - Online & Tailor Made
Step 7: Review Findings and Repeat steps 3-7.

AQ Services International operates through an online mystery shopping module, which enables shoppers, reviewers, subcontractors to process and manage data on one unique system. Our clients can view and analyse their data on this system 24 hours a day, anywhere in the world and generate reports within just a few clicks. An online flash demonstration has been developed for your convenience.

For more detailed information on our Mystery Shopping programs, procedures and online capabilities please contact us.