mMS helps business managers customize a strategy for customer service management. Every company has different needs, so every strategy developed by mMS is unique.

2. ADVANTAGE

3.  CUSTOM DESIGNED PROGRAMS
mMS helps business managers customize a strategy for
customer service management. Every company has
different needs, so every strategy developed by mMS is
unique.

4.  PROGRAM IMPLEMENTATION
 Due to our large volume of regular mystery shopping
commitments, mMS maintains its own national
mystery shopping network. As a result, mMS has
100% control over the quality and the timing of the
work
 mMS has a vast database of mystery shoppers
throughout the country. It is therefore easy to rotate
shoppers to ensure that each location is viewed with a
fresh set of eyes

5.  PREPAIRING FOR THE ‘ SHOP ’
 Shoppers prepare in advance for their mystery shopping
assignment by reviewing detailed specifications about each
client’s needs. The custom-designed mystery shopping
forms, address those issues that are particularly important to
the client in the format that is easy for both shopper and
client to understand.
 Armed with information about the business, the mystery
shopper visits the client’s locations. Simulating a normal
customer experience, the mystery shopper pays careful
attention to every detail of the visit, from the cleanliness of
the store to the friendliness of the employees, their sales
ability and their product knowledge.

6.  PROJECT GUIDELINES
Detailed Operational Guidelines for field Supervisors and
mystery shoppers are developed by mMS. This also
ensures that the client has detailed knowledge of the
Training and mystery shopping process.

7.  EXCEPTIONAL REPORTING
Because of our breadth of experience
conducting quantitative research
assignments, we develop customized
reports to longitudinally track and analyze
the mystery shopping guidelines. The
result is understandable data and
actionable recommendations.

8.  UTILISING REPORT INFORMATION
The original mystery shop reports are transmitted
to the client, along with quantitative analysis, if
desired. This transmission can be either electronic or by
mail. Clients use the information in a variety of ways,
including measuring training, identifying deficiencies
and rewarding exemplary employees. Both the mystery
Shopping reports and the data roll-ups become a key
Piece of the company’s customer service management
strategies.

9. TRAINING

10. - All Supervisors and mystery shoppers go through levels of
training.
- First, they are trained on the general principles and best
practices of mystery shopping.
- Second, for each assignment or wave of mystery shopping
research, they receive project specific training.
-Training includes role-playing and prompting on various
scenarios which may occur during the mystery shop.
- mMS shoppers do not “go-live” until they are fully briefed
and meet our standards.

11. SHOPPERS

12. - mMS shoppers are mature, reliable, detail
oriented people with experience in customer service.
- They have a critical eye for detail, an excellent
memory, a proven ability to follow instructions,
business background.
- All our shoppers are at least graduates and quite a
few of them are post graduate

13. mMS
QUALITY

14. Before mystery shopping reports are transmitted
To the client, each one is carefully reviewed by our
Quality Assurance Team to ensure that the shoppers has
addressed all of the issues important to the client.

15. mMS
CASE STUDIES

16. Background : Seven Computer Training
institutes merged to form one company but the
consolidation failed to unite the different cultures
And style of doing business at the various locations
resulting in poor customer satisfaction surveys.
Objectives : To merge cultures into one service
philosophy and one medical practice.
Results : Independent customer service studies showed
improvement following an eight-month campaign of
mystery shopping analysis and training programs
designed for management and employees.

17. Client Objective :
A travel company had the following objectives-
- To establish company best practice through key performance indicator
- To evaluate current level of service and ability of individuals from the sales
teams through a programme of telephonic mystery shopping.
- To compare current sales and service levels against agreed measures
- To identify opportunities for development through training workshops
- To build confidence, motivation and enthusiastic sales team that will
consistently exceed targets contributing to personal satisfaction and growth in
organisational market share.
Action :
- The mystery calls were recorded to laptop computer and then replayed
In the follow up workshops. Delegates were encouraged to give each other
feedback and identify examples of excellent service and sales ability, as well as
areas for improvement.
- The whole exercise was incredibly positive once everyone had recovered from
the initial shock of hearing themselves on tape. This process will be repeated
every month throughout 2004.
Results :
Since the beginning of the mystery shopping programme in Jun 2003 the travel
company has seen a steady improvement in their conversion level and average
profit per booking.

18. mMS
KEY CLIENTS

19.  Hewlett Packard
 Microsoft
 All India Association of Industries
 Young Entrepreneurs Society of India
 Indo German Chambers of Commerce
 Polaris Software
 Ogilvy
 Publicis
 Philip Morris International

20. INTERNATIONAL
Jakarta office Vietnam office Bangkok office Dubai office
3rd floor Lina Building, 456, 4th Floor, NGUYEN THI MINH 401 S.Group Building 604 Al Safa M
Jln. H.R Rasuna Said Kav. B7, KHAI(STR), 1091/153-154 new Petchaburi Road Bank Street Bur Dubai
Jakarta - 12920, Indonesia WARD 5 , DIST 3, Makkasan Rajtavee Dubai
Raj Sharma : +91 9322105830 Ho Chi Minh, Vietnam Opp Hotel Bangkok Palace/Ramada Raj Sharma: +91 9322105830
info@mmrss.com Tel No: +84866518813 Bangkok-10400 info@mmrss.com
Raj Sharma : +91 9322105830 Tel No: +6622555790/6622555791
info@mmrss.com Raj Sharma : +91 9322105830
info@mmrss.com
INDIA
Corporate Office
12, Ground Floor, Greenfield Mansion,
Dr. Raikar Marg, Mahim (West),
Mumbai – 400016
Maharashtra, INDIA
Tel : Tel No: +91 22 42206364
Fax : +91-22-42206364 Ext. 225
Raj Sharma : +91 9322105830
info@mmrss.com
Banglore Office New Delhi office Chennai Office Kolkata office
617 First Floor, Satyam House 2A/New 3, Singaravelu Street 9,Bullygunge Terrace
6th B Main,Indranagar 2nd Stage, Balaji Estate, T-Nagar, Chennai-600017 Ground Floor, Gol Park,
Bangalore – 560038 Kalkaji, Tel No. +91 44 42604404 Kolkata-700029
Tel No: +91 80 41739007/41739045; New Delhi-110019 Raj Sharma : +91 9322105830 Tel No: +91 33 40015939
Raj Sharma : +91 9322105830 Tel No: +91 11 26411870 info@mmrss.com Raj Sharma : +91 9322105830
info@mmrss.com Raj Sharma : +91 9322105830 info@mmrss.com
info@mmrss.com
Hyderabad office Pune office Gurgaon office Ahmedabad office
No. 3-4-353, 601, 6th floor Rajmahal Apartments, Plot No - 482, 1st Floor, Block 15, Rajpath Row House,
Opp Reddy women junior college, Law College Road, Erandwane, Sector 5, Urban State,
Sathyamma college, Pune - 411004 Gurgaon (Haryana), Opp. AIS School,
Barkatpura,Hyderabad-500027 Tel No: +91 20 30220897 / 98 Tel No : +91 9322105830, Judges Bungalow Road,
Tel No: +91 040 27552251 Raj Sharma : +91 9322105830 Raj Sharma : +91 9322105830 Bodak Dev, Ahmedabad - 380054
Raj Sharma : +91 9322105830 info@mmrss.com info@mmrss.com Raj Sharma : +91 9322105830
info@mmrss.com
info@mmrss.com