Coleman Services
+7 (495) 640-17-55 +7 (495) 640-16-55
Your corporate or personal HR-adviser

Mystery Shopping

 - assessment of the quality of service in selected units of the client by specially trained employees of the agency acting as real consumers of services/goods.

The solution may be right for you if you:

  • seek to assess the level of client service in your shop/office/unit;
  • are developing corrective actions for employee engagement;
  • wish to assess the level of performance of partner companies;
  • are assessing your staff performance;
  • your goal is competitive intelligence.
Project implementation stages:      presentation of final reports in line with set requirements (filled in questionnaires, photographs and audio records if necessary);      assessments;      selection of mystery shoppers from our own base, video briefing and final testing;      finalization of documents;      making test assessments;      preparation or update of questionnaires, developing assessment scenarios;      developing a Statement of Work on the basis of available documents: quality standards applicable in the company, available questionnaire, job descriptions, etc.;      setting tasks and goals of assessment.

Example of a conducted assessment:

  • Company profile: a large Russian federal retail chain.
  • Geography: all Russia, more than 100 points of sale.
  • Required reports: photographs, audio records, filled in questionnaires (more than 30 questions, including open-ended ones).
  • Period: March 2015 – August 2015.

Advantages of cooperating with Coleman Services:

  • extensive geography (all over Russia);
  • expertise in the field;
  • an extensive base of tested candidates;
  • single point of contact;
  • various reporting forms.

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