Mystery Shopping Audit
Anonymous visits follow client scripts to measure wait times, staff language, process compliance and environment, with optional video or scored questionnaires. Suitable for retail, F&B, logistics and franchise networks with periodic trend summaries.
For quotations or survey appointments, please email or call our office.
Customer-facing service assessments
Mystery-shopping programmes observe the customer experience at agreed service touchpoints. Retail, hospitality and other service businesses can define scenarios around their own operating standards.
Scenarios and evaluation criteria
Agree the visit or enquiry scenario, questions, service indicators and scoring approach before the assignment. Criteria should be clear enough to support consistent observations.
Reports and management summaries
Findings may be organised into scores, observations and comparisons across outlets or periods. The underlying observations help management understand why a particular result was recorded.
Improvement programmes and privacy
Results can inform training and follow-up assessments. The programme should define acceptable methods and handle staff or customer information appropriately, avoiding unnecessary personal data collection.
How to arrange the survey
- Send the shipment or incident details, location, timing and contact person.
- Agree the scope, access, documents and reporting requirements.
- Arrange attendance and preserve the relevant evidence.
- The surveyor records observations, photographs and measurements within the agreed scope.
- Receive the report and discuss any related assessment or follow-up requirements.
Frequently asked questions
What information should I provide?
Provide cargo or incident particulars, relevant documents, location, available dates and the questions the survey should address.
Can urgent attendance be arranged?
Contact the appropriate Hench office to confirm access and availability. The Hong Kong emergency contact is +852 8105 8933.
Does a survey report guarantee a claim outcome?
The report documents findings within the agreed instructions. Insurers, carriers or other decision-makers assess the evidence under the applicable arrangements.
Discuss your requirements
Contact Hench to agree the scope, timing and reporting needs for your assignment.