| INFORMATION
Meeting/Seminar
We regulary have information meetings/seminars for shoppers
all over Scandinavia. Through these we can meet and interview
a large amount of shopper candidates, in order to evaluate
who can suit to conduct the different assignments. According
to some assignments we need to do in-depth-interviews and
according to for example e-mail and telephone assignments
it can be sufficient to e-mail and interview by telephone.
All shoppers who have participated in our information meeting
have a preference for the assignments, since they then have
a genuine education on the purpose of Mystery Shopping, our
and our customers requirements and expectations, and also
on how the visits and the reporting is conducted, in order
to give our customers the optimal benefit of the concept.
PROFILE ON DEMAND
Each of our clients have their own requirements for the shopper
profile. The goal is to have a shopper that is as like the
company average customer as possible. That is for example
sex, age, and experience. In our system, our shoppers are
ranked by how they match this profile of demand.
SELECTION
/ SCHEDULING
Each shopper is handpicked for each visit. The project
manager checks the shopper´s CV, education, previous
employments and that the shopper does not know anybody in
the current branch or company. This is to ensure that the
shopper does not have a background or have a preconceived
notion about how it should be, which could make him/her disqualified,.
The shopper must be able to conduct the visit and make an
objective report.
|
|
 |
| SHOPPER
ROTATION
to avoid to get blind to defects in one´s work
In his choice of shopper the project manager takes in consideration
if and when the shopper has visited the current unit. Some
units can be revisited by the same shopper next quarter,
others not. The reason to that is to prevent that the shopper
gets recognized or makes the visit in a routine manner.
The frequency of the visits allowed depends on the character
of the assignment.
SCENARIO AND GUIDELINES
Before the visits a scenario and guidelines are established.
Those are the shopper´s background and outline on
how the visits are to be conducted. These are a condition
to enable the visits to be as realistic as possible and
also to enable for the shopper to represent a real customer
in the best way.
BRIEFING
Each shopper gets a briefing at a personal meeting or by
telephone with additional texts and pictures on Internet
available. At the briefing call it is ensured that all shoppers
get complete information and that they have comprehended
the assignment correctly, before they are allowed to conduct
the visit.
TIMING
All visits are planned to take place on specific dates in
order to spread the visits according to as regular intervals
as possible during the whole time period. Keeping deadlines
is of second highest priority, after the quality. We are
to conduct and report all visits within the set timetable.
SHOPPERS BEHAVIUOR
All shoppers get an introduction to act as common customers
and to melt into the environment without distinguishing.
The shoppers are not there to provocate the employees. The
purpose is to see if the employees act in line with the
concept of the company, without any influence of the customer.
|
|
|
| REPORT CONTROL
All reports are controlled by the responsible project managers
before approval. If anything is unclear the shopper is contacted
for an explaination. According to the report control all
shopper visits and calls are graded.
EQUIVALENT JUDGEMENTS
It is of importance that all chain units are conducted with
an equal scenario, in order to make the results comparable.
If the project manager of any reason finds that a visit
is not conducted in line with the correct scenario the visit
will be reconducted.
GRADING
Each of a shopper´s visits is graded on a scale from
1 to 10. In the graduation we considerate how the preparation,
the conduction and the reporting worked out. We grade how
efficient our own briefing has been and how accurate and
observant the shopper has been. We grade how well formulated,
concise and detailed comments the shopper has written. The
grade is also influenced by the matter if the visit was
conducted according to the time schedule. The grade is an
indication on how well the shopper has accomplished the
task, but also how professional the project manager has
been on the selection, the briefing and the follow-up. A
low grade can indicate that we need to improve our guidelines
or our briefing or that the shopper needs to improve his/her
performance. The grade system is our instrument to continuously
improve our work.
CONTINUOUS IMPROVEMENTS
Each year we evaluate how all projects have worked out and
what we can improve. We also evaluate how our internal routines
can be further developed. This includes the shopper´s
grade of the project manager.
|
|
