Industry insights
Sector-specific findings from work across Qatar and the Gulf — retail, restaurants, hospitality, financial services, automotive and education. What the scorecards keep showing.
6 articles
A retail mystery shopping checklist that is worth running
Most retail checklists measure the door greeting and stop. The criteria that predict a sale sit further in — approach…
What retail networks actually get from a mystery shopping programme
The first finding is rarely a low average. It is a wide spread between branches of the same brand on the same scorecard…
Evaluating an airline journey end to end
An airline's service is a chain of handoffs between separately managed teams. Measuring one link tells you very little…
What schools learn from shopping their own admissions process
A school's intake is decided by parents who visited three schools and chose one. Almost no school knows how its own…
Hospitality: why the recovery scenario is the criterion that matters
Every stay we evaluate includes one request that cannot be met exactly as asked. What happens next separates a luxury…
Salon and spa mystery shopping: the consultation is the product
In a salon the transaction is a haircut and the product is a consultation. Programmes that score the result rather than…
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