Frequently asked questions (FAQ)

Mystery shopping is a form of market research. Individuals pose as customers to objectively gather information on the business being studied. The information gathered usually involves, but is not limited to, customer service, product selection and availability, and overall perception of the shopping experience.

The information obtained from mystery shopping is used to measure service quality, and is usually part of a company-wide program to enhance customer service. Employees are told what is expected of them and that mystery shoppers will be used to evaluate their performance. The idea is to learn from the consumer’s point of view which areas of service quality need improvement so the company can make those changes as soon as possible. Mystery shopping is designed to reward good performance and identify areas for improvement.

Quality audit is a process of observing /collecting information by mystery shopper/evaluator in order to examine the quality of your service.

We work with clients from a wide variety of industries including:

  • Retail
  • Restaurants and Café’s
  • Hotels
  • Fashion
  • Pharmacies
  • Banking/finance
  • And many others

As every business is unique, we ask that you contact us to discuss your individual requirements.

All of our clients strive to provide great customer service. Mystery shopping provides feedback on the level of service you provide – as seen by the customer. We can help you objectively measure your level of customer service, reward star performers and provide targeted staff training. Research shows that up to 96% of unhappy customers do not complain when dissatisfied, yet they go on to tell many friends and associates about their bad experience. Let us help you identify any problems before they do.

Yes. We are a national company and have the resources to undertake mystery shopping assignments all across Vietnam.

Our Auditors are required to file their reports within 24 hours of completing their mystery shopping assignment. After a thorough review by Qualityo employees, online data is available and clients typically receive their reports within 48-72 hours of the scheduled mystery shopping dates via our online reporting system.

We will work in consultation with your company to design an appropriate survey form for your specific needs. We also suggest timely updates to keep your forms in alignment with evolving business objectives.

Reports can be provided via email, through our state-of-the art online reporting system or other way which you find convenient. See ‚How we deliver’ for some more information on reporting.

Yes. You can choose specific days or hours that your business is to be visited by mystery shoppers. This can be fixed or changed on a timely basis.

Fill out our contact form to discuss your individual needs and let us see how Qualityo can help you to improve your business performance.