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Mystery Shopper

Improving service quality using persona analysis and mystery shoppers

In Progress

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    • Project Overview

    Project Components

    This project defines and analyses beneficiary personas for the Ministry of Human Resources and Social Development, assesses service quality across all channels and designs detailed scenarios for mystery shoppers. It collects qualitative and quantitative data using hidden shoppers and surveys, analyses results and proposes improvement plans to enhance services.

    A. The Challenge

    The ministry needed objective insights into how beneficiaries perceive its services and evidence to guide service improvements across channels.

    B. Our Solution

    Researchers developed beneficiary personas, created realistic interaction scenarios for mystery shoppers, gathered data through observations and surveys and analysed findings to identify gaps.

    C. Key Achievements

    The project provided actionable insights into service quality, highlighted areas needing improvement and delivered recommendations to enhance beneficiary satisfaction and service effectiveness.

    Project Summary

    Beneficiary personas and mystery shopper scenarios were developed to assess and improve service quality across ministry channels, leading to targeted improvement recommendations.

    Project Information

    Client:

    Ministry of Human Resources and Social Development

    Value:

    4,917,300 SAR

    Start Date:

    April 4, 2025

    End Date:

    September 26, 2026

    Duration:

    Eighteen months

    Project URL:

    http://hrsd.gov.sa

    Status:

    In Progress

    Rating:

    5.0 rating

    Additional Information

    The Client Phone :

    19911

    The Client Email :

    info@hrsd.gov.sa

    Taxonomies

    Service Area:

    Customer Experience

    Client Sector:

    Government & Public Entities

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