Pan Arab Research Center

Your Research Partner

Mystery Shopping

Website: www.arabiandemographics.com Tel: +971 4 337 6696

Email: parcmain@emirates.net.ae PO Box 14680 Dubai UAE

Fax: +971 4 334 4456

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Mystery Shopping
PARC s Mystery Shopping Program monitors and measures the current performance standards of staff and the systems they employ. PARC offers customized Mystery Shopping service delivering the solicited information about existing employee strengths and weaknesses. PARC s Mystery Shopping Program offers the following solutions: Measure and monitor the extent to which front-line operations and procedures meet the standards and guidelines laid down by management. Assess the interaction between the front-line staff with customers and identify aspects of this relationship that need improvement Highlight the aspects of this interaction that do not correspond to management standards Effective ongoing monitoring of customer service levels within the organization. Ensure that organizational standards are adhered to. Identify weaknesses in the current processes. Creation of an exceptional customer service focus that will work as motivation for staff to maintain customer service standards Improvement in staff moral empower the management to identify high achievers and reward them, and train the poor per formers to enable them to improve Login based privileges to management and branches Search and View completed eld visits questionnaires based on date / period / visit / shopper code for different branches or trans actions. Options to view whole questionnaire or selected pages Option to download and print a number of selected question naires in one command User may append own comments on visit in comments box. User may email a number of selected questionnaires to relevant branch management Results or selected questionnaire Total Scores are automatically generated into an Excel Sheet together with comments and emailed to concerned parties. Numerical Score may be produced based on the selection of the period / branch / region / city and per page if required by the user. Graphical analysis of numerical scores for different attributes. Export tabulations to spreadsheets, etc. Mystic Events features a comprehensive web solution offering the following: 2. Mystic Analyzer As the name of this module suggests, the Mystic Analyzer allows users run statistical analyses on the various service attributes covered by the survey and their corresponding numerical scores. The software hosts an array of statistical functions that may be applied to the data.

Questionnaire and Data Collection Method

The mystery visits are done via personal visits and telephone Each Mystery Shopper lls a detailed questionnaire immediately upon completion of the visit The results of each visit are communicated to the central project coordinator within 48 hours to enable corrective measures vis-vis the site and the particular employee interfaced with (if required). The information collected then feeds into Mystic, PARC s Mystery Shopping Analysis System Mystic is an advanced software system for archiving and managing Mystery Shopping Research ndings. It is a comprehensive, multifunctional system that offers a structured data warehouse of information. At the core of the mystic engine is a Magic Cube that hosts data and the software provide functionality using a bi-modular design: 1. Mystic Events A system that captures the shoppers records and their corresponding statistics on a centralized archive and delivered through a comprehensive web based solution. Providing easy and timely access to pertinent information that is enhanced with the notes and analyses of PARC s researchers, the software allows the users to append their own comments.

Website: www.arabiandemographics.com Tel: +971 4 337 6696

Email: parcmain@emirates.net.ae PO Box 14680 Dubai UAE

Fax: +971 4 334 4456