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King Abdullah II Center for Excellence

King Abdulla II Award > Mystery Shopper | > Mystery Shopper Work Methodology

Mystery Shopper Work Methodology

The King Abdullah II Center for Excellence contracts a non-biased party to conduct the mystery shopper surveys. The mystery shopper assesses the services provided by the ministry / institution by acting as a citizen, investor or organization seeking service. The mystery shopper conducts several visits to each ministry / institution and fills out a questionnaire built on international best practices including the comments about presenting the service and interpreting the findings into scores for each ministry / institution.

The Objective of the Process

To execute objective, quarterly, continuous and confidential reviews and assessments of services, procedures and performance levels for employees and all included ministries and institutions.

The Importance and Role of the Mystery Shopper in the Evaluation Processes:

Mystery Shopper reports will be used by the evaluators as auditing and evaluation tools to verify the accuracy and correctness of answers provided by the participating parties.
The Award’s administration will give Mystery Shopper reports to participating ministries and institutions on a quarterly basis, and particularly during the qualification and preparation period before applying for the Award, so that these institutions can benefit from these reports in improving their status and addressing points of weakness noted by the Mystery Shopper.
The work of the Mystery Shopper will be repeatedly continuous and its reports will be submitted on a regular basis to institutions that were visited, which means that participating institutions will be continuously informed of the progress of their services.
Mystery Shopper reports will be documented and many will be accompanied by clear evidence clarifying the Mystery Shopper’s notes and observations.

The Mystery Shopper’s Work Methodology

Conducting visits and completing field surveys (confidential) to identify the current status of each participating ministry or institution, to the effect of not less than (5) comprehensive visits to each of these parties.
Conducting repeated and continuous confidential visits that include all administrative and job levels throughout the year.
The above-mentioned visits will be conducted in specific and select locations and will include the capital city and any other branches (representative samples).
To cover the “Distinguished Employee” category, confidential visits with a number of employees including the nominated employee will be conducted after receiving the nomination forms.
These visits will cover specific procedures related to the Award’s five elements, and the revision must focus on the Award’s three bases for best practice.
The Mystery Shopper commits to submitting two reports after the conclusion of each field visit to each of the participating parties:

A detailed report that includes a complete documentation of the visit’s results.
A summary administrative report that includes the most important points noted concluded from the visit, to be sent to the participating party.

During the stage of “verifying information and answers provided by the institutions” and beginning at the evaluation stage, in cooperation with the requirements of the evaluators assigned by the Award’s Board of Trustees.