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Mystery shopping for a global image bank

Our services became global when we were asked to conduct telephone mystery shopping for a leading provider of imagery to communications professionals. Our response was to design and implement a programme enabling the performance of the client’s network of international offices to be measured against KPIs. Using native language speakers, we built a clear picture of strengths and weaknesses for each office and the individual representatives within them. This information fed into training programmes and the impact was measured in subsequent mystery shopping activities.

Our activities included:

Questionnaire design.
Native language telephone mystery shopping.

Data analysis and reporting by:

Overall group performance.
Individual office performance.
Account representative performance.
Establishing benchmarks for future performance comparison.