Meeting Client Expectations
You will receive a detailed Statement of Work based on the information you provide, allowing for your signature to begin the Project.
You will receive a tailored draft copy of your format with questions to be answered and scoring weights placed against each question for your sign off.
Mystery Shopper Guidelines
Our process is completely transparent to you, our client. We will forward for your review, the mystery shopper guidelines that will dictate the who, what, when, where and how a mystery shopper will perform their assignment.
Service Performance Group maintains a database of experienced shoppers in addition to utilizing affiliate partner shopper databases to ensure coverage is robust and complete. We believe in paying a competitive rate to receive superior work.
Service Performance Group requires mystery shops be submitted immediately upon completion. A comprehensive review is then conducted matching scored response to the narrative describing the experience, before being released to our clients.
With our first-in-class industry grade reporting software, each mystery shop report contains a results summary, along with a suite of monthly drill down reports provided at no cost to ensure senior management sees the entire picture before taking action with confidence.
Ongoing Format Assessment
With decades of experience, Service Performance Group recognizes the inherent and evolving nature of business and this is reflected in our formats. When a question is no longer relevant or a newer service component is added, you direct what you want added or deleted from your format.
We take seriously our mystery shoppers are reporting on a person’s livelihood. As such, we provide robust shopper guidelines to ensure the report is accurate, factual, unbiased and objective. We will not deliver a mystery shop that does not meet our rigid review process.