The Client’s mystery shopping programme consists of visits to each of the client’s ten locations, grouped into five different areas. Each location receives a single visit each month, but on occasion a visit may not take place.
On the completion of each visit, a questionnaire is completed by the mystery shopper that is used to rate the service they received during the visit. The completed questionnaire is assigned a score, which is calculated based on the number of points achieved over the number of points available, normally expressed as a percentage.
Points Achieved x 100 Points Available
= % Score
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