Verifiable evidence
Structured observations; photographs and documents where specified in the assignment.
The method: checklists, surveys and reports.
From shared objectives to data monitoring, right through to a report that helps management identify where action is needed.
How we workThe quality of the result
The quality of the result
is built up at every stage.
It is not enough simply to send someone to the location. The value of the assessment depends on what is observed, how it is documented, and how the data is checked and interpreted.
We review 100% of the completed checklists: each form is checked before analysis. We verify the completeness and consistency of the responses and evidence collected, seeking clarification where necessary. Nothing is left to chance.
The number of visits, channels, sample size and indicators are agreed upon for each individual project. A survey report describes the incidents observed and should be read in context.
Shared objectives
We work with management to define which aspects to observe, which locations or channels to include, and which decisions should be informed by the results.
Checklists and criteria
We translate the objectives into observable questions, evaluation criteria and a work programme. The checklist is verified and tailored to the specific context.
Selection and preparation
We identify assessors who match the required profile and train them on the scenarios, timelines and evidence to be gathered.
Field survey
The mystery shopper follows the agreed route just like an ordinary customer. Where required, they take photographs and gather supporting documentation.
100% review of the checklists
The staff review each completed checklist, checking for completeness and consistency in the responses and evidence gathered. Any doubts are clarified before approval and analysis.
Analysis and reporting
We organise the findings into indicators, comparisons and reports. We share key areas for attention and priorities for improvement with management.
From assessment to decision
Explore the sample reportIndicators and comparisons
Scores, KPIs and comparisons between locations or time periods, in accordance with the criteria defined in the project.
Online dashboards
Data can be viewed in the members’ area, with content and access procedures defined for the project.
Examples of dashboardsAnalysis reports
Comparisons, trends over time and analysis of the findings, with priorities for action identified for senior management.
Excerpts from the reportOnline dashboards and members’ area
The online dashboards are the tool for viewing project data in the members’ area. The report, on the other hand, is the analytical document: it links results, observations and operational recommendations. The two tools serve complementary purposes.
The portal features filters by period, location, characteristics and project; averages by category and location; tables of individual questions; and access to visit reports. Content, access rights and export options depend on the project’s authorisation settings.
Do you already have an active project?
To access your results or for assistance, please speak to the project coordinator or contact us.
Contact Mystery ManLet’s discuss your project.
Which aspects of the service would you like to understand better? Let’s start with your objectives to define an assessment programme that will benefit your organisation.