AQ introduction


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Mystery shopping provided located in Tokyo, Japan.

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AQ introduction

  2. 2. Overview <ul><li>Content </li></ul><ul><li>AQ Services International </li></ul><ul><li>AQ Experience / Reference </li></ul><ul><li>AQ Global Quality Standard </li></ul><ul><li>AQ IT systems & Reporting </li></ul><ul><li>AQ Cost Efficiency </li></ul><ul><li>Speed Bumps / Opportunities </li></ul>
  3. 3. AQ Services International <ul><li>1/2 </li></ul><ul><li>AQ Services International is not just a mystery shopping specialist; we are the tipping </li></ul><ul><li>point to improving front line performances. </li></ul><ul><li>AQ Services International is an international quality research, incentive, coaching, </li></ul><ul><li>and consultancy company. Our clients are organizations that consider ‘service </li></ul><ul><li>quality’, and the delivery of service throughout their organizations, to be of primary </li></ul><ul><li>importance. </li></ul><ul><li>Mystery Shopping plays a core role in most of our client services. AQ Services </li></ul><ul><li>strongly believes that Mystery Shopping is a business improvement tool. </li></ul><ul><li>Mystery shopping is not just about improving and standardizing service levels; </li></ul><ul><li>it is about improving overall performances leading to an increase in loyal </li></ul><ul><li>stakeholders and higher revenues. </li></ul>
  4. 4. AQ Services International <ul><li>2/2 </li></ul><ul><li>Key Dates </li></ul><ul><li>1997: Founded in The Netherlands, Europe </li></ul><ul><li>2001: Market Leader in The Benelux, Europe </li></ul><ul><li>2003: Top 10 company in Europe, acquired QLT – IT </li></ul><ul><li>2004: Opening of office in Singapore </li></ul><ul><li>2005: Opening of office in Japan </li></ul><ul><li>2006: Opening of offices in Malaysia & China </li></ul><ul><li>2007: Opening of office in HK & partnership in Thailand </li></ul><ul><li> Top 3 company in Asia </li></ul><ul><li>2008: Completion of fully functional Operations HQ in Kuala Lumpur, Malaysia </li></ul><ul><li> Appointment of local fieldwork coordinators in Korea and Indonesia. </li></ul>
  5. 5. AQ Experience & Reference <ul><li>1/2 </li></ul><ul><li>Great service makes an impact. Make every customer your most loyal </li></ul><ul><li>customer; they shall become your personal ambassadors ! </li></ul>
  6. 6. AQ Experience & Reference <ul><li>2/2 </li></ul><ul><li>Experienced in managing partners & subcontractors on global & local programs </li></ul><ul><li>Experienced in running multi-lingual programs </li></ul><ul><li>A briefing/training standard & mystery shopper certification </li></ul><ul><li>Global reviewing guidelines – quality control for visit reports </li></ul><ul><li>Online tracking, scheduling, certifying of shoppers and reporting </li></ul>
  7. 7. AQ Mystery Shopping Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Setting Objectives & Goals Program & Questionnaire Design Defining Profiles, Recruiting & Training Shoppers Data Collection – Risk Management Data Preparation Reporting Review Findings, create action plan and repeat steps 3-7
  8. 8. AQ Local Quality <ul><li>1/2 </li></ul><ul><li>A local project team </li></ul><ul><li>Project manager in Tokyo, assisted by a business managers from each local market </li></ul><ul><li>A local platform </li></ul><ul><li>Shopper selection, training, scheduling, data collection, reviewing, finalizing, quality control, reporting is all centralized in </li></ul><ul><li>Online secured client environment allows for centralized project registration </li></ul><ul><li>One local standard for shopper training & certification </li></ul><ul><li>1. Tailored illustrative training manual </li></ul><ul><li>2. Online basic comprehension test (certification of shopper) </li></ul><ul><li>3. Phone briefing one-on-one, +/- 30 minutes </li></ul>
  9. 9. AQ Global Quality <ul><li>2/2 </li></ul><ul><li>All visit reports are checked </li></ul><ul><li>Local business manager checks every report; Shoppers are asked for clarification if necessary; specialized reviewers check every single report for accuracy, consistency, spelling, etc. </li></ul><ul><li>AQ Services conducts double quality checks </li></ul><ul><li>AQ Project manager track fieldwork progress of local markets. </li></ul><ul><li>OHQ of AQ Services in Malaysia rechecks reports to ensure high quality reports. </li></ul><ul><li>Possible re-shops may be executed due to low quality reports at own expense. </li></ul>
  10. 10. AQ IT Systems & Reporting <ul><li>1/4 </li></ul><ul><li>Online Mystery Shopping Platform </li></ul><ul><li>Survey Data Collection – real time data </li></ul><ul><li>All question sets available </li></ul><ul><li>100% uptime (multiple servers worldwide) </li></ul><ul><li>20 standard reports available online </li></ul><ul><li>Customized surveys & reports (multi lingual) </li></ul><ul><li>Authorization levels (e.g. from store manager to CEO) </li></ul><ul><li>Multiple export options </li></ul><ul><li>Collaboration modules (global partners work in our online system) </li></ul>
  11. 11. AQ IT Systems & Reporting <ul><li>2/4 </li></ul><ul><li>Online Shopper training </li></ul><ul><li>Multi-lingual surveys </li></ul><ul><li>Multi-lingual training manuals </li></ul><ul><li>Shopper certification tests </li></ul>
  12. 12. AQ IT Systems & Reporting <ul><li>3/5 </li></ul>Real time access to knowledge Clients enjoy our high quality of services and our high speed of reporting. We offer our clients real time access to knowledge. View our basic demo at: You will need speakers or a headset
  13. 13. AQ IT Systems & Reporting <ul><li>4/4 </li></ul><ul><li>Off-line reporting On top of our online reporting system as well as the individual shop reports, we also provide reporting slides, with analysis of the data and action plans. Customized management report and country reports will meet any set requirements. </li></ul>
  14. 14. AQ Cost Efficiency <ul><li>1/1 </li></ul><ul><li>Online platform allows for efficient working procedures </li></ul><ul><li>OHQ – AQ Malaysia allows for cost efficient global operations, management & quality control </li></ul><ul><li>AQ has strong relations and history with IMSA partners and other subcontractors leading to effective collaboration and competitive rates </li></ul><ul><li>Mystery shopping specialist and know how to run a cost effective operation </li></ul><ul><li>72 hours delivery guarantee </li></ul><ul><li>100% quality guarantee </li></ul>
  15. 15. Thank you for your time! <ul><li>WWW.AQ-SERVICES.COM </li></ul><ul><li>Mr. Richard Canneman </li></ul><ul><li> Managing Director Japan & Korea - Located in Japan, Tokyo </li></ul><ul><li>E. [email_address] </li></ul><ul><li>T. +81 (0)3 6805 1271 </li></ul><ul><li>Mrs. Atsuko Honda </li></ul><ul><li>Senior Business Manager - Located in Japan, Tokyo </li></ul><ul><li>E. [email_address] </li></ul><ul><li>T. +81 (0)3 6805 1271 </li></ul>