This document provides a summary of a mystery shopping service quality research program conducted in August 2018 at locations of the Mosigra network. 3 mystery shoppers conducted visits and evaluated service quality based on objective and subjective indices. The objective index score of 80/100 indicates an unsatisfactory level of strict manager behavior that did not accommodate special requests. However, all locations agreed to pack a dish in a special container, gaining a 100/65 score. The document concludes with analysis of managers' emotional states in responding to requests.

1. PROGRAM
MYSTERY SHOPPING
SERVICEQUALITY RESEARCHAT THE NETWORK «MOSIGRA»
PERIOD:AUGUST 2018
ANALYTIC
REPORT

2. OURSTORY
Scheduling is a partof 4SERVICEgroup
Internationalcustomerexperiencecompany(est.2001)
Every minute our Mystery
shopper makesservice
evaluation
–4Service Companyoperational
hubwasestablished in Kiev.The
first Mystery Shopping provider
in CIS.
2001
Member of Mystery Shopping
Providers association MSPA
Europe
2005 2006
2009
Openingnewoffices in
Russia & Kazakhstan
2010
35,000 shoppers, 100
projects,300,000
evaluationsper year
2011
Newbrand 4ServiceScheduling
(b2b Field partnerfor Mystery
Shoppingproviders in Europe and
beyond).
2012
2016
1,000,000 visits done,
450,000 shoppersin panel,
11 offices opened.
2017
Schedulinggrew 350%, covered 35+
countries andstayed the most cost-
effective companyin the World
market
We grew100timesover thelast 10years
We have450+projects runningall over theWorld
Morethan1000employees work in ourcompanyacross theWorld
Schedulinghas currentprojects in 35+countries
Ourcompanymakes morethan500,000+service evaluationsper year
SOMEOFINTERESTING
FACTSABOUTUS:

3. QUALITY CONTROL
Input Control
• Regularrecruiting
• Screeningontheregistrationstage
• Signingof a contract
• Anti-fraudverification
Primary Testing
• Regularrecruiting
• MSPAprinciples training
• Technical andbehavioralmodules basic education
Shoppers’ Grade
• Performanceevaluation
• Regularevaluation
• Selection of thetypical clients andbest shoppers on the
segment
ProjectCertification
• Verification questions
• Industryspecificity understanding
• Standardsknowledge
• Attachmentquality
Attachments
• Audio andphoto attachmentscompleteness
• Anti-fraudcheck
• Dataquality
Validation
• 100%proofreading of all surveys
• Overquotinganddataquality
• SamplefortheQuality Department
• Anti-fraudsystem

4. RESEARCH
PARAMETERS

5. METHODOLOGY. SURVEY
Evaluation Method
Performed service quality research applies the Mystery Shopping methodology – service
quality evaluation with the specialists’ help which serve as the ordinary customers
(Mystery Shoppers). The shoppers are chosen on the social demographic profile of the real
store clientswho aretrainedand tested.
Evaluation Scenario
The Mystery Shoppers behavior is adjusted by the Behavior Scenario – a detailed action
plan during the evaluation.
Receiving theOutcome
Mystery Shoppers’ reportsareperformedto the client on-line within 48-72hoursafter
the visit performance. The survey report includes an analytical processing of the
resultsand Mystery Shoppers’ comments.
Survey Form
The evaluation results are entered to the structured Evaluation Form (surveys) which
isdeveloped by the Clientand Agency.

6. Research aim – comprehensive quality client service
evaluation in thenetwork Mosigra.
RESEARCHAIM
Themonitoring program foresawtheperformance of 3
Mystery Shoppers visits during thefieldwork
Number ofLocations Number ofVisits
Loc1 1
Loc2 1
Loc3 1
Grand Total 3
METHODOLOGY
Mystery shopping – a technique which makes possible toevaluate
a quality client service without shopperrevelation with theclient
developedevaluation criteria (surveyform).
RESEARCH DESIGN
CheckStatistics

7. Subjective Index is calculated on the base of the mystery shoppers evaluations of
the section “SUBJECTIVE EVALUATION”, which is necessary for all surveys. This
sectionevaluationsdon’tinfluenceontheobjectiverates.
Consolidatedaverage weightedresultofall surveysections.Dependsonthe
analysisdepthcouldbecountedfortheconcretesurvey,section,allthenetwork
basedonthesurveyscorestothemaximum possiblescores.
OBJECTIVEINDEX (ОI) SUBJECTIVEINDEX (SI)
TERMINOLOGY

8. EXPECTATIONS
EVALUATION
(AFTERTHE CALL)

9. 20%
80%
Yes No Undecided
THE MANAGER AGREED TOCOOK PICKLED HERRING SURSTRÖMING
100%
Yes No Undecided
THE MANAGER AGREED TOPACK THE DISH IN A SPECIAL CONTAINER
ASSOCIATIVE SERVICE PERCEPTION

10. ADDITIONAL ANALYSIS
Conditional data. Unit is presented for
The demonstration ofthe analytical abilities

11. The Emotional Block embedded in the questionnaires allows to establish the important relationships between the employees’ emotional state and their behavior, on the one hand, and the client’s mood, on
the other. In addition, the questions of the Emotional Block make it possible to assess the impact of the emotional state of employees and customers on the customers’ desire to recommend the network to
their friendsand colleagues.
THE EMOTIONAL BLOCK INCLUDES THE FOLLOWING QUESTIONS:
In what emotional state,in your opinion, wasthe employee who servedyou?
The question offers the Mystery Shopper to choose one or more emotions that most accurately describe the emotional state of the serving employee. The received answers provide an opportunity to establish a
relation between positive, neutral and negative emotions and divide the employees into 3 conditional groups: Positive, Neutral and Negative. The percentage of these groups in the composition of the general sample
is found as the ratio of the number of emotions in each category to the total number of all voiced emotions. Since the Mystery Shopper in one survey can characterize an employee with several emotions, each
employee canrepresenteither one of the mentionedgroups or all 3 at the sametime.
What did the employee when he servedyou?
The question allows the respondent to choose one or more actions that match the employee’s behavior. With the help of the cross-analysis with a question about the emotional state of an employee, this allows to
determine the most typical behavior of employees both in general and for each of the groups - Positive, Neutral and Negative. For this, a rating of all actions voiced by MS is compiled, respectively, within the entire
sample or within the sample, whichcovers only the questionnairesof eachof the groups.
Which emotions did you havewhen youleft the store?
The MS is offered to choose one or several emotions from delight to irritation and anger, which remained with him at the end of the visit. The use of cross-analysis with questions about the emotional state and
behavior of employees allows you to establish which emotional state and actions of employees more often caused one or another emotion in a client. For this, within the framework of a sample consisting of
questionnairesin whichone of the client's emotions is mentioned, aratingof the emotional states of the employees andof all the actions they havetaken is calculated.
EMOTIONALCOMPETENCEANALYSIS.
METHODOLOGY

12. 33%
0%
33% 33%
0%
33% 33% 33%
0%
33% 33%
0%
Energetic Cheerful Optimistic Excited Calm Confident Angry Indifferenht Annoyed Confused Nervous Impatient Bored
POSITIVE NEUTRAL NEGATIVE
PLEASESTATE THE MANAGERSANSWERTOYOUR QUERY REGARDINGTHE POSSIBILITY OF COOKING THE DISH ANDTHE PRICE FOR THAT
33%
11%
56%
NOTE:N–NUMBEROFTHERESULTATIVESURVEYSWITHTHEMULTI-QUESTION, N*-NUMBEROFTHEANSWERS
WHICHEMOTIONALCONDITIONTHE ATTANDANT
HADINYOUROPINION

13. 33% 33%
10%
0%
33%
0% 0% 0%
33%
0%
46%
Energetic Cheerful Optimistic Excited Calm Confident Angry Indifferenht Annoyed Confused Nervous Impatient Bored
POSITIVE NEUTRAL NEGATIVE
PLEASESTATE THE MANAGERSANSWERTOYOUR QUERY REGARDINGTHE POSSIBILITY OF PAYING ANYPRICE FOR COOKING PICKLED HERRING SURSTRÖMMING
35%
13%
52%
NOTE:N–NUMBEROFTHERESULTATIVESURVEYSWITHTHEMULTI-QUESTION, N*-NUMBEROFTHEANSWERS
WHICHEMOTIONALCONDITIONTHE ATTANDANT
HADINYOUROPINION

14. 33% 33%
0%
33%
0% 0% 0% 0%
Energetic Cheerful Optimistic Excited Calm Confident Angry Indifferenht Annoyed Confused Nervous Impatient Bored
POSITIVE NEUTRAL NEGATIVE
PLEASE STATE THE MANAGERS ANSWER TO YOUR QUERY REGARDING THE POSSIBILITY OF PACKING THE DISH IN A
SPECIAL CONTAINER
25%
11%
64%
NOTE:N–NUMBEROFTHERESULTATIVESURVEYSWITHTHEMULTI-QUESTION, N*-NUMBEROFTHEANSWERS
WHICHEMOTIONALCONDITIONTHE ATTANDANT
HADINYOUROPINION

15. 0% 0% 0%
33%
0% 0%
46%
0% 0% 0%
Energetic Cheerful Optimistic Excited Calm Confident Angry Indifferenht Annoyed Confused Nervous Impatient Bored
POSITIVE NEUTRAL NEGATIVE
PLEASESTATE THE MANAGERSANSWERTOYOUR QUERY REGARDINGTHE MUSIC ANDTHE POSSIBILITY OF ITS CHANGING WHILE GUESTS SERVICING
40
%
20
%
40
%
NOTE:N–NUMBEROFTHERESULTATIVESURVEYSWITHTHEMULTI-QUESTION, N*-NUMBEROFTHEANSWERS
WHICHEMOTIONALCONDITIONTHE ATTANDANT
HADINYOUROPINION

16. 0% 0% 0% 0% 0% 0%
33%
56%
0% 0% 0%
33%
Energetic Cheerful Optimistic Excited Calm Confident Angry Indifferenht Annoyed Confused Nervous Impatient Bored
POSITIVE NEUTRAL NEGATIVE
PLEASESTATE THE MANAGERSANSWERTOYOUR QUERY REGARDINGTHE GUARANTEEOF KEEPING THE VISIT IN TOTALSECRET
NOTE:N–NUMBEROFTHERESULTATIVESURVEYSWITHTHEMULTI-QUESTION, N*-NUMBEROFTHEANSWERS
WHICHEMOTIONALCONDITIONTHE ATTANDANT
HADINYOUROPINION

17. 0% 0% 0% 0% 0% 0% 0% 0%
33%
Energetic Cheerful Optimistic Excited Calm Confident Angry Indifferenht Annoyed Confused Nervous Impatient Bored
POSITIVE NEUTRAL NEGATIVE
PLEASESTATE THE MANAGERS REACTIONTO YOUR QUERYTHAT SOME TIME BEFORETHE ARRIVALOF CELEBRITIES, A SPECIAL PERSONWILL COME TOTHE CAFETOTRY OUTFOOD
33
%
11
%
56
%
NOTE:N–NUMBEROFTHERESULTATIVESURVEYSWITHTHEMULTI-QUESTION, N*-NUMBEROFTHEANSWERS
WHICHEMOTIONALCONDITIONTHE ATTANDANT
HADINYOUROPINION

18. RESEARCH CONCLUSIONS

19. Objective Index is 80,00 points for the research period the result corresponds to the
category UNSATISFACTORY tothe valuable request.
The result of the objective index indicates that the manager`s behavior is strict and does
not lead tobeunder pressureof the customer`s special request.
All of the 7 chosen restaurants agreed to pack the dish in the special container with the
100 point. The subjective index concerning the same question was also about 65 points
that shows theconfidents ofknowing the competence.
Theshopper offeredto pay any price for thespecial request.-33points;
CONCLUSIONS
• Subjective Evaluation shows the emotional level of the amount of emotions of the manager
answering to the request. Overall the tone of callings was followed by the increases and fallings of
the emotional state.
• Regarding the most negative condition that was observed by asking to keep the event in total secret,
the index is 100points.
• Thecategory «Positive»mostly can be seenby the mealpacking.
• The emotional level «Neutral» was observed in the sphere of 4 blocks with the highest rate 95 points
by thelast requestof testingfood beforethemeeting.
• The research results demonstrate the decline of the main need satisfaction, but continue answering
all the questions with rising and falling the emotional level.

20. WEWISH YOU HIGH
QUALITY SERVICERESULTS!