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 copy of your format with questions to be answered and scoring weights placed against each question for your approval and sign off.
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 does NOT use outside scheduling agencies who use their database of shoppers. To give up this critical component is to lose control of the quality of mystery shopper used. All scheduling is completed internally.
Service Performance Group requires mystery shops be submitted within 24 hours. A comprehensive review is conducted matching scored response to the narrative describing the experience before being released to our clients.
Beyond each mystery shop report containing a results summary, a monthly chain report is provided at no additional cost ensuring senior management sees a comprehensive chain-wide summary of data allowing for decisions to be made and action taken with confidence.
All Service Performance Group mystery shop formats and detailed monthly summary reports are developed and tailored to meet the specific needs, requirements and budget of each client. None of our delivered work product is cookie cutter.
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 would like deleted or added to your format.