How we operate?
Ethics
- A Mystery Review investigation judges how your employees and processes function when in contact with customers/guests. The outcome is compared with standards laid down prior to the investigation.
- The purpose of the investigation is to test these standards by having regular Mystery Review visits. This will increase customer satisfaction and a customer oriented attitude of your people.
- Because of ethical reasons, your own employees must be informed about the possibility that their way of dealing with customers could be assesses by means of a quality investigation (by regular Mystery Review visits)
- Mystery Review investigations may not be used as the only reason to reprimand or dismiss people.
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Conditions
- The scenarios used for and by Mystery Review shopping must be safe and secure. One cannot ask the Mystery Reviewer to act in an illegal manner, expose them to dangerous situations, force them to divulge personal information, or take or initiate actions as a result of which personal information ends up in the hands of a third party(ies).
- The participating employees should be informed about the purpose of the investigation, the way the information will be used and of the fact that a written report will be issued.
- Names of employees or other persons who appear on video or tape can only be released if they have been informed prior to the taping or filming. Since employees of competitive businesses are not to be informed about the investigation, their identities cannot be revealed.
- In terms of whether to keep or destroy the information, be it questionnaires, videos or other material, we make specific arrangements with you which will be confirmed in writing.
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Advisory role
- The questionnaire should be focused on objective questions and directed towards obtaining factual information. It is allowed to use some specific subjective assessments if these support the interpretation of the results..
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Ideal procedures
- The Mystery Review scenario must be realistic and should mimic the normal realistic behavior of the customer/guest in the specific business area.
- The staggering, timing and content of the Mystery Review visits should follow the normal pattern of the customer/guest’s interactions
- An assignment which is simple, to the point and fitting the circumstances, ensures a reporting which reflect the actual situation. In other words it mirrors the interactions correctly.
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