Mystery Shopping

Performance Standards

Each of International Mystery Shopping Service's clients has individual expectations
about the performance of their staff during customer interaction to deliver
a unique Branded Customer Experience. Therefore, it is important to
tailor the performance evaluation of staff and customer service outlets
involved in the Mystery Customer research programme accordingly.

International Mystery Shopping Service's consultants work with their clients to develop
a performance evaluation template that:

• Incorporates industry best practice techniques and methods
• Supports the business' intended Branded Customer Experience
• Weights the importance of different customer service attributes
• Enables trend analysis
• Enables accurate segmentation of customer service outlets to focus and
  tailor subsequent improvement initiatives
• Enables regional and national performance comparisons

For more information: info@imss.co.uk