Quality Assurance
We know how heavily our clients rely on the data we provide, so we have developed one of the most comprehensive review processes and reporting in the industry. At MSI, we work according to the following key operational principles of our quality assurance:
Delivering a customized solution
We work with our clients to explore and define their needs in their business context. We create the specific and flexible solution for their business, and deliver business solutions, not just data.
Validation
Shop reports are validated by required receipts to avoid misreporting of shops. Unlike most other mystery shopping firms, validation has been a requirement of MSI shoppers since day one.
Reporting accuracy and timeliness
Shoppers are asked to explain their answers using comments. We ask shoppers to write their own, rather than passive comments. We believe this enhances the quality of the shop results. Shop reports are individually reviewed. We have thorough checking procedures at every stage of your projects.
A member of our Quality Assurance (QA) team reviews the report, word for word, to ensure that comments are consistent with the answered questions, all answers are complete and fully explained and that shop guidelines were followed. Our reports are accurate, objective and delivered to the clients' agreed time-lines. The reports can be released to clients after a shop has been validated and has passed quality review.
Shopper performance is rated and coached
We make use of the full 10-point scale so that shoppers can progress up the scale as proficiency grows. Shoppers are provided with explanations of their ratings achieved for each individual shop visit and provided with keys to continuously improve performance.
