As a purchaser of ERLLMS Mystery Shopper Programmes, you will receive the retail sector programme that you purchased in the form of a handbook. Each handbook comprises full details about conducting a mystery shopper survey exercise from start to finish. You have the option of purchasing the complete programme with full consulting services give, the standard programme with no consulting assistance or the standard programme with consulting assistance in specific processes of your choice.
The Standard ERLMS Mystery Shopper Programmes
The Standard ERLMS Mystery Shopper Programme
- No Consulting Services Included
Intent of ERLMS Mystery Shopper Programmes
The purpose behind the concept of ERLMS Mystery Shopper Programmes is to give retailers a cost effective means to finding out their customers’ perceptions of their business, as part of business performance and service improvement management. The programmes are for purchase by retail companies, enabling them to acquire a cost effective and efficient mechanism to carry out their own mystery shopper survey exercise as and when needed.
Each Standard ERLMS Mystery Shopper Programme is in the form of a softcopy handbook comprising of details to guide you, as a purchaser, towards executing each process of a mystery shopper survey exercise. Tools, samples, templates and examples are given as parts of each programme. Companies have the option to request for ERLMS’ assistance, if desired. The pricing for the standard programme does not include any consulting advice or service from ERLMS.
Processes included in each ERLMS Mystery Shopper Programme
Each standard ERLMS Mystery Shopper Programme encompasses 16 comprehensive processes, as stated below. All information and contents included in each process are specific to each retail sector.
| Process 1 |
Client to brief ERLMS consultants about its company’s business nature, operations and company objectives. |
| Process 2 |
Client with help from ERLMS chooses the most appropriate programme (1 out of the 4 retail sector programmes) on offer - retail stores, fast food chain, hotels and banks. |
| Process 3 |
ERLMS to provide a copy of “ERLMS Mystery Shopper Questionnaire”, as part of the handbook. |
| Process 4 |
Client to modify the “ERLMS Mystery Shopper Questionnaire” provided under the programme to meet its company’s specific requirements. |
| Process 5 |
ERLMS to provide suggestions on “How to Identify and Select Shopping Locations, Stores, Business Premises or Outlets to be Surveyed”, as part of the handbook. |
| Process 6 |
ERLMS to include a sample copy of “Instructions and Guidelines to Mystery Shoppers”, as part of the handbook. |
| Process 7 |
ERLMS to provide suggestions on “Defining Mystery Shopper Profiles”, as part of the handbook. |
| Process 8 |
ERLMS to provide suggestions on “Tips to Mystery Shoppers”, as part of the handbook. |
| Process 9 |
ERLMS to include information about “Payment Policies Commonly Used to Compensate Mystery Shoppers”, as part of the handbook. |
| Process 10 |
ERLMS to provide a sample copy of “Mystery Shopper Job Advertisement”, as part of the handbook. |
| Process 11 |
ERLMS to include a sample copy of “Mystery Shopper Enrolment Form”, as part of the handbook. |
| Process 12 |
ERLMS to include a brief on “Selection and Recruitment of Mystery Shoppers”, as part of the handbook. |
| Process 13 |
ERLMS to include a module on “Training of Mystery Shoppers”, as part of the handbook. |
| Process 14 |
ERLMS to include comprehensive explanations about “Steps Involved in Analysing and Evaluating Data Collected”, and a detailed example “Guide to Analysis - Example”, as part of the handbook. |
| Process 15 |
ERLMS to include comprehensive examples and templates on “How to Report and Present Results and Findings”, as part of the handbook. |
| Process 16 |
ERLMS to include examples of “Recommendations for Improvements” and to illustrate areas to look into when developing recommendations (examples are based on the findings of the sample data used in the analysis process), as part of the handbook. |
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The Complete ERLMS Mystery Shopper Programmes
The Standard ERLMS Mystery Shopper Programme
- Plus Consulting Services
Intent of ERLMS Mystery Shopper Programmes
The purpose behind the concept of ERLMS Mystery Shopper Programmes is to give retailers a cost effective means to finding out their customers’ perceptions of their business, as part of business performance and service improvement management. The programmes are for purchase by retail companies, enabling them to acquire a cost effective and efficient mechanism to carry out their own mystery shopper survey exercise as and when needed.
Each Standard ERLMS Mystery Shopper Programme is in the form of a softcopy handbook comprising of details to guide you, as a purchaser, towards executing each process of a mystery shopper survey exercise. Tools, samples, templates and examples are given as parts of each programme. Companies have the option to request for ERLMS’ assistance, if desired. If you do not wish to purchase this complete programme but require some assistance in conducting one or more processes, we can provide you with consulting advice and assistance in the specific processes of your choice. The actual pricing for purchasing the standard programme and specific services depends on your specific requirements for our assistance.
Processes included in each ERLMS Mystery Shopper Programme
Each standard ERLMS Mystery Shopper Programme encompasses 16 comprehensive processes, as stated below. All information and contents included in each process are specific to each retail sector. In addition to the standard handbook, a purchaser of the Complete Programme will receive consulting assistance in all the 16 processes included in the programme.
| Process 1 |
Client to brief ERLMS consultants about its company’s business nature, operations and company objectives. |
| Process 2 |
Client with help from ERLMS chooses the most appropriate programme (1 out of the 4 retail sector programmes) on offer - retail stores, fast food chain, hotels and banks. |
| Process 3 |
ERLMS to provide a copy of “ERLMS Mystery Shopper Questionnaire”, as part of the handbook. |
| Process 4 |
ERLMS to assist Client in modifying the “ERLMS Mystery Shopper Questionnaire” provided under the standard programme, to cater to client company’s specific requirements. |
| Process 5 |
ERLMS work in conjunction with Client to identify Shopping Locations, Stores, Business Premises or Outlets to be surveyed. |
| Process 6 |
ERLMS to assist Client in designing customised instructions and guidelines for mystery shoppers to follow and apply. |
| Process 7 |
ERLMS to assist Client in defining mystery shopper profiles, ensuring profiles are in alignment to the Client’s current customer base and targeted customers. |
| Process 8 |
ERLMS to provide Client’s mystery shoppers useful “Tips” on how to conduct a shopping assignment, ask questions, and collect and report information. |
| Process 9 |
ERLMS to assist Client in defining appropriate payment policy to compensate mystery shoppers. |
| Process 10 |
ERLMS to assist Client in developing a customised “Mystery Shopper Job Advertisement”. |
| Process 11 |
ERLMS to assist Client in developing a “Mystery Shopper Enrolment Form” and to assist in gathering mystery shopping applicants’ details. |
| Process 12 |
ERLMS to assist Client in recruiting and selecting mystery shoppers; search of candidates through ERLMS candidate database and through job advertisements on job sites. |
| Process 13 |
ERLMS to assist Client in developing training topics and materials, and to train Mystery Shoppers - on how to conduct the shopping, collect information, ask questions and complete the questionnaire. |
| Process 14 |
ERLMS to assist Client in the data analysis and evaluation process. |
| Process 15 |
ERLMS to assist Client in the preparation of reports; reports customised to meet the Client’s specific needs. |
| Process 16 |
ERLMS to recommend to Client the areas for improvement, if any, taking into account the Client’s company guidelines and policies. |
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Services and Fees
Services and Fees
We cater to your needs and are flexible in our approach, you can opt to purchase the standard programme at a fixed one time fee and do the exercise yourself or you can use our consulting assistance in all or part of the processes involved in our mystery shopper exercise. The fee to be charged for consulting advice depends on the services and processes that you wish us to be involved in.
Choice of Option 1, Option 2 or Option 3
The 4 retail programmes available are:
 Retail Stores
Fast Food Chain
Hotels
Banks
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