Mystery Shopping

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Mystery Shopping Case Study

"How do you act if your location, pricing, and product assortment are no longer unique, and service or product quality is all that remains key to success or failure of your business?"

"Mystery Shopping" is defined by the "Mystery Shopping Providers Association" as the practice of using trained field representatives to anonymously evaluate customer service, operations, employee integrity, merchandising, and product quality.

Whether you manufacture, provide a service or operate at retail level, the need for delivering a world class product or service are at utmost importance in today?s sophisticated market place. That is why performance and quality measurement tools like mystery shopping, if used appropriately, can be so effective in any modern business.

Who uses Mystery Shopping?

Banks and mortgage advisors
Retailers
Manufacturers
Call Centres
E-Commerce Services
Government Agencies
Hospitals
Hotel Chains
Theme parks
Transport services
Fitness/health centres
Property management firms
Freight/courier services
Restaurant groups
Cinemas and theatres
And many others

Our Approach

As part of our core portfolio of Field services, RQA is proud to offer mystery shopping programmes that provide managers with actionable feedback for improvement, may it be process or customer driven that will ultimately have a positive effect on your organisation?s bottom line.

With over 15 years of experience, we combine our sector expertise in partnership with our clients by recommending tailored solutions specifically designed to meet the needs of your business. We do not believe in a "one size fits all" approach as it has been found ineffective and as a result, a costly experience.

Instead, RQA mystery shopping helps our clients to:

Provide key insight in the service delivery process
Build relationships with your customers
Close the gap between perceived vs. actual value
Improve service and operational standards
Offer rewards for good performance
Support your promotional campaigns
Identify staff talent and training needs
Understand your competitors
Monitor facility conditions

RQA utilises secure, state-of-the-art information systems designed to meet your unique reporting requirements. Offering you web-based access to project data in real-time along with query tools for management analysis.

For further information about our mystery shopping capability, please contact us today and ask about our pilot scheme. RQA is a member of the Market Research Society (MRS) and the MSPA.

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