11
Apr
Mystery Shopping – Business Round Table
On April 5, 2007, NCCJ members and invitees gathered in the Dutch embassy in Tokyo for a presentation by Richard Canneman ( Managing Director of AQ Services International ) an international organization specialized in Mystery Shopping Services.
Mystery Shopping is the practice of using selected contracted trained potential clients or shoppers who anonymously evaluate the experience when in contact with the front-line staff of the organization that provides the service or offers the merchandise. “The supplier of the services or products receives the aggregated feed-back of these anonymous evaluators “ the Mystery Shoppers – as input. This information points out the difference between desirable Key Performance Indicators and the actual delivery of the product or service as experienced and this can be used to improve future client experiences.
 
In a lively presentation Richard showed the audience a number of case studies of successful Mystery Shopping projects in a variety of industries. The market for mystery shopping is still relatively unexplored in Japan and AQ Services International has the ambitious target to become one of the big players in this field. The presentation was followed by a lively Q & A session and finished by a round of applause as appreciation for the speaker.