Methodology

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.


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.


Ideal procedures :