WHO WE ARE
The Evaluators Consultancy is a Qatari Owned Company based in Doha – Qatar. After the deep study of the local market’s demand and its requirement, partners found / and decided to offer their expertise to the customer service industry in which mystery shopping will be presented to the local market’s different segments through “The Evaluators”.
Our Vision
To be acknowledged by our partners as the leader of the local market and expand regionally by providing clients with exceptional services that they need to improve and develop their business in a professional and profitable path, and to give accurate studies and plans to improve and meet their brand standards, customer services needs and management set financial budgets.
Our Mission
Our mission is to consistently improve the customer service quality of our partners, offering constant, personal (Personalized yet modernized) and modern solutions. Being Constant, personal and modern enables us to offer our partners with constant process inclusive of determined and tight (close) collaboration with our partners. Personal, we tailor the program to specifically meet your (Client’s) company nature and demand and finally modern will enable us to offer you a service of utmost quality.
What is Mystery Shopping
Mystery shopping or secret shopping is described by the Mystery Shopping Providers Association as ‘the practice of using shoppers who have been specially briefed and trained to anonymously evaluate customer service, operations, merchandising, product quality, and in special cases, employee integrity (in the particular organization / unit / department). The Independent Hotel Mystery shoppers who participate in our program and evaluation process objectively measure the crucial aspects of the guest experience that affect guest satisfaction, loyalty , credibility , brand identity and related revenues.
In other words Mystery Shopping specifically means the use of individuals trained to experience and measures any customer service process by acting as potential customers/actual customers and in some way to report back on their experiences in a detailed and objective way. A Mystery Shopper can also be called a anonymous customer, a virtual guest, a trial customer, a test client etc. Visits can be done with many different purposes and in many different ways, test visits, pilot visits and baseline measurements….etc.
Mystery shopping is a great business tool not only for assessing how you are performing but even more importantly , for driving performance improvements amongst your team which will be noticed immediately.
Mystery Shopping – Objectives
Our Leadership & Team!
Our team members are well experienced in the local market and are well qualified to carry on this new and important activity with high standard of guest\customer satisfaction and improving customer’s services is our ultimate goal. Our mission is to consistently improve the customer service quality of our partners, offering constant (consistent), personal and modern solutions. Being Constant, personal and modem enables us to offer our partners with constant process inclusive of determined and tight collaboration with our partners. Personal, we tailor the program to specifically meets your company nature and demand and finally modern will enable us to offer you a service of utmost quality. Our main aim is to improve your business, exceeding customer satisfaction and to deliver the highest standard of services to all our clients.
Try us once and you will always select us.
The Evaluators Consultancy Advantage
A. Being able to see your company through the lens of your customers whether in-person, via telephone, on-line, or through an app is absolutely essential for any company. Your organization can measure the quality of sales and service performance to your company’s expected standards collecting information about products, service, sales, compliance, brand performance and even gathering competitor intelligence. Let Us Shop for You
B. It’s the first Qatar Based company specialized in mystery shopping service and providers, The Evaluators Consultancy has made significant contributions to legitimizing mystery shopping as powerful research. We pride ourselves on continually leading and changing the landscape of our industry with proven and innovative mystery shopping, intercept interviewing, compliance auditing, customer satisfaction surveys and panel/focus group services. The Evaluators Consultancy tests, evaluates and improves the service quality by sending mysterious customers or employees to evaluate various aspects of your business, it simply improving business quality.
C. Mystery shopping can be used for various industries and purposes, such as checking product quality, customer service, compliance, pricing, merchandising, and more.
D. The aim of mystery shopping is a self-examination of the company. It is used to learn whether the staff comply with the guidelines and regulations. Therefore, the results of test purchases are not shared with the outside world. These are the criteria that test customers normally examine: 1. Quality of service 2. Appearance 3. Sales quality 4. Quality of advice 5. Honesty& Credibility 6. Accuracy 7.Billing 8.Privilage Clubs 9. More.
E. Mystery shopping (related terms: mystery shopper, mystery consumer, mystery research, secret shopper and secret shopping and auditor) is a method used by marketing research companies and organizations that wish to measure quality of sales and service, job performance, regulatory compliance, or to gather specific information about a market or competitors, including products and services in addition to many other objectives.
F. Working with Hospitality Organizations, various companies and a variety of other businesses in a wide range of industries, we dedicate our team and resources to ensure you feel valued and to support our goal of making personal connections with each and every client. You will find that we thoroughly understand operations, technology and research, and we know what it takes to manage a successful customer-experience program and we make it very clear how will that benefit your organization in short and long terms.
- Determining customer experience with your products, services, and brand
- Identifying gaps where training is needed
- Evaluating your relationship with your customers
- Gathering unbiased data points
- Measuring compliance with brand standards and government regulations
- Supporting a promotional program or new product or service
- Analyzing competitors
- Evaluating staff sales, service, and engagement skills
- Ensuring correct product placement
- Identifying experience from online purchase to delivery and return.
- Increase sales and reduce theft.
- Exceptional Support
- Senior level expertise on all engagements team members includes senior researchers, senior analysts, market specialists most with an in excess of 15 years of service to our clients.
- All In One Resource
- Highly Customized Solutions
- Work That Fits Your Budget
- Our Long Term Service
The Evaluators Consultancy Advantage includes:
How We Work
Leading hospitality organization and leading companies will turn to The Evaluators Consultancy to address their unique business challenges. We understand that each industry requires a slightly different approach to maximize the value of the solution and will adapt the following fundamentals of our approach to suit your unique needs.
1. Discuss
We always establish a unique business relationship with each of our clients, but each was set differently and in a simple way — with a conversation.
2. Assess
Once we understand your aspirations, we begin an intensive fact-gathering and analysis process aimed at fully framing the factors that connect to your challenges and objectives.
3. Design
With a clear and intimate understanding of your challenges, we will draw on an arsenal of proven services, solutions and best practices from industry leaders to successfully design your program.
4. Implementation and measurement
The extensive preparation that goes into the design of your program ensures flawless implementation.
5. Analyze
With the help and support of our market research experts and The Evaluators Consultancy Experience in the market and the field, we go through a lengthy but fast study that will enable us analyze your challenges.
6. Improve
This entire process is an ongoing cycle of continuous improvement. We will make incremental adjustments throughout all stages of execution and analysis.
Trust The Evaluators Consultancy
At The Evaluators Consultancy, our dedication to quality assurance is unmatched. Over the years, we’ve built a quality-assurance system of checks and balances that permeates every aspect of our business. Here’s how we quantify qualitative data for you and create a report you can trust.
Careful review
Extensive narratives
If there’s ever a question about content, we contact the field representative to clarify. If we discover the assignment was not performed according to program requirements, we remove the results and allow another field representative to perform the contracted assignment at no charge to you.
Reports customized for you
Careful Review for High-Quality Data
The Evaluators Consultancy assures that scores and narratives, dates, times, receipts and underlying methodologies while preserving the voice of the field representative are carefully reviewed and kept confidential. You can be confident that each and every mystery shop, intercept interview, compliance audit, panel/focus group discussion or survey will be performed to your exact requirements.Surveys , actions , studies …etc. that don’t comply with our strict quality assurance standards are rejectedWe guarantee it.
Excellent Oversight, Service and Support
Field representatives
Project managers
Careful review
The Evaluators Consultancy quality assurance experts meticulously review all field representative surveys to ensure they’re completed according to our high-quality standards before we provide the information to you. Our quality assurance team works carefully to ensure that all provided data and reports are carefully reviewed before submitting it to clients.
Extensive narratives
We offer a variety of surveys and question types, including qualitative surveys, quantitative surveys and a combination of both. If required for your specific project, we would gather in-depth reports from our field representatives that allow us to understand unique aspects of an interaction that can’t be captured with survey questions alone.
If there’s ever a question about content, we contact the field representative to clarify. If we discover the assignment was not performed according to program requirements, we remove the results and allow another field representative to perform the contracted assignment at no charge to you.
Reports customized for you
The Evaluators Consultancy provides survey and audit data the way you need it, from aggregate to detailed reports on each interaction. From your customized dashboard, you can see recent results and trends. Our tools allow you to create custom reports, send reports directly to employees or managers, use action plans and alerts to ensure managers follow-up on issues, and more. Putting feedback about customer satisfaction in the hands of employees, managers, coaches and executives can directly impact customer service.
Careful Review for High-Quality Data
The Evaluators Consultancy exceptional Senior Management and staff are of quality assurance and are thoroughly instructed on how to work with each client and their custom reports. The Evaluators Consultancy assures that scores and narratives, dates, times, receipts and underlying methodologies while preserving the voice of the field representative are carefully reviewed and kept confidential. You can be confident that each and every mystery shop, intercept interview, compliance audit, panel/focus group discussion or survey will be performed to your exact requirements.Surveys , actions , studies …etc. that don’t comply with our strict quality assurance standards are rejectedWe guarantee it.
Excellent Oversight, Service and Support
The Evaluators Consultancy field representatives, project managers and all professionals are dedicated to your program’s success.
Field representatives
We manage all field representative and scheduling operations internally.This allows us to maintain superior quality control over our entire operation.
Project managers
We maintain a staff of full-time field operations project managers who cultivate one-on-one relationships with our field representatives. Through consistent direct contact, our field representatives feel like they’re a part of our company, and we instill in them a high level of personal accountability and pride that their feedback is important.
BUSINESS INTELLEGENCE
The Evaluators Consultancy is a recognized innovator in the field of mystery shopping and customer experience analytics and our services are exceptional.
We understand that to maintain an edge in today’s competitive environment, customer-committed companies need timely, actionable business intelligence. Our solutions help you win the moments that matter. Every day.
We’ll partner with you to develop a program that uses The Evaluators Consultancy to create, update and track data at all levels within your organization for performance feedback, coaching, recognition and development of action plans.
Combined with our proven customer-experience-enhancing methodologies, your program will deliver the actionable insights you require to meet your objectives, supporting your key stakeholders as they make informed business decisions.
The Evaluators Business Intelligence Tools
Our used tools to facilitate your challenges are not limited to the following:
The Evaluators Consultancy Advantage
Unprecedented Insight into the Customer Experience
The Evaluators Consultancy keeps all stakeholders informed about what customers are experiencing — providing rapid, clear and deep understanding of the often hidden and complex nature of a situation, problem or un-tapped opportunity.
A Powerful Coaching Tool
We believe that all employees want to perform well at their jobs. Employees want to learn new skills, develop their capabilities and boost their knowledge and careers. An effective leader wants to play a role in making this happen, but how? Individual customer experience reports provide field leaders and supervisors with a play-by-play account of the customer experience within hours of it occurring. You can truly view the experience from the customer’s shoes, and with that, managers can effectively and efficiently deliver the coaching that both the employee and the customer deserve.
Unmatched Flexibility
In leading customer-centric organizations, everyone from the Owner to the smallest person I the company takes full responsibility for delivering a differentiated customer experience. The Evaluators Consultancy powerful flexibility empowers leaders across teams, departments and divisions to make informed decisions and continually improve the customer experience.
What make us DIFFERENT
Our great experience, expertise and knowledge of the market is the most important factor and the main strength of The Evaluators Consultancy to meet deadlines and offering what we can deliver with high quality, accuracy and on time. The following are additional important areas that makes us different from other companies :