Mystery Shopping. The Market Research Society (MRS) defines mystery shopping or ‘mystery customer research’ as: ‘The use of individuals trained to experience and measure any customer service process, by acting as potential customers and in some way reporting back on their experiences in a detailed and objective way.’ Mystery shopping is a long-established research technique and is used extensively in many industry sectors, to measure the quality of service provided. Many large financial services providers use mystery shopping to research their competitors and their own sales staff to improve customer services and to help ensure they are treating customers fairly. The Underwriting Agent may from time to time undertake ‘mystery shopping’ to give us a detailed insight into the way our financial products are sold to customers. These calls may be recorded as this is the most accurate and fair way to record what took place during an exercise. It is an important part of the quality assurance process and gives unambiguous and actionable information which can be used to review our products and overall sales journey.
Mystery Shopping. If requested, you will participate in periodic reviews of your ability, performance and experiences, by way of Mystery Shopping Assessments, In Person Assessments and Spot Check Assessments.
Mystery Shopping. The Administrative Agent may from time to time conduct "mystery shopping" visits to any or all of the Borrower's or any of its Subsidiaries' business premises. The Administrative Agent shall provide to the Borrower a copy of any written report of the results of such "mystery shopping" issued by any third party "mystery shopper" engaged by the Administrative Agent. All reasonable expenses incurred by the Administrative Agent with respect to such visits shall be reimbursed by the Borrower pursuant to 16. 8.10.
Mystery Shopping. Due to the leadership curriculum being in its infancy, alongside trialling a new licensing model for its role-out, ensuring the quality of the curriculum is of paramount importance. National College shall be assessing the quality of the new licensing model through a mystery shopper programme. The contractor shall support the mystery shopper team to measure the quality of services being delivered by the licensees. They shall assist the existing team to set up a quality assurance framework to ensure a consistent approach is taken with all licensing centres when assessing quality and shall assist them in developing key questions. The contractor have wide-ranging experience of setting up quality assurance systems for the delivery of training, particularly from developing and managing the New Standard – the quality standard which was developed before it became the Training Quality Standard and later Training Excellence. Through this, an extensive validation process was put in place to establish the quality of training providers’ provision and engagement with customers – including undertaking mystery shopping. Through the mystery shopper programme we examined key areas of quality that were deemed important such as: how calls were answered, if they provided key information and support, if individuals received a call back if promised and the quality of the information received. The knowledge developed through this process means we can be confident that we can deliver this element of the evaluation with a minimal briefing and at an extremely competitive rate. Stage 4: The Customer Panel Following participants’ star ratings on the qualifications they have undertaken they shall become part of the customer panel, though have the option to opt out. The contractor shall develop a contact database of members of the panel which can be updated with participants’ details. Once an individual has agreed to participate in the research they shall be added to the database and shall be included in the sample to undertake the CATI surveys. Once participants are part of the panel it shall be important to keep them engaged throughout the whole process as there is a long period of time between the two sampling points, and dependent on the number of people who agree to join, a proportion of these may not take part in a CATI survey or depth interview. Once the panel is set up there are a number of exciting and innovate ways in which the contractor shall maintain their active involvemen...
