Our Mystery Shopping Project Development Process

Discovery: The first phase of the process, the client fills out a comprehensive questionnaire and participates in a phone interview with Butler New Media staff. The purpose of this phase is to learn as much as possible about your firm and industry so that we can start the process of developing the right program for you: If your firm currently uses mystery shopping we will request to see a copy of your current evaluation instrument. A proposal for services will be delivered, and, if agreed upon both parties will sign a contract for annual services.

Design: Using the information gained from the discovery phase and our in-depth research we develop an evaluation instrument tailored to the client's needs. The program is then approved by the client for implementation. In-depth training materials are developed based on client criteria and best practices.

Test and Implement: During this stage the evaluation instrument is created in our system. It is then rigorously tested using people with disabilities and assistive technologies. Alternative forms of the questionnaire are also produced. User accounts and access permissions are setup in our reporting system. Finally, test shops are performed to ensure that everything is working properly.

Training: Internal staff are fully educated about the client's new project. Shoppers are selected from the ABILITY Mystery Shopping/Evaluation panel that meet the client's specified criteria. Training materials are provided in accessible formats with supporting hints and quizzes to aid in comprehension. Shoppers and project staff are monitored throughout the duration of the campaign to ensure high quality standards are met.

Launch: The project is now ready to go live. Shoppers begin visiting client locations and submitting shop reports.

Analysis: After shop data is submitted we create custom reports based on client goals and objectives. To help the client understand the data we provide a monthly report with summarizations of the post important information. During this process our staff are available to answer any questions about information from shop reports.

Follow Up: During this process we work with the client to highlight strengths and weaknesses. We also work to help improve processes so that customers with disabilities can have a happier experience. This includes designing customized training programs on disability etiquette and providing marketing assistance on targeting the disability community..

Please fill out our mystery shopping quote form to find out what we can do for you.

Did You Know?

Braille is named after its creator, Louis Braille.

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