Mystery Shopping Programme Design
Design and run mystery shopping programmes that measure service standards fairly and drive improvement.
At a glance
- 2 days
Who it's for
- CX, quality and marketing managers
- Retail, banking and service managers
- Excellence officers
Learning objectives
- Turn service standards into measurable criteria
- Write realistic scenarios and questionnaires
- Recruit and manage shoppers
- Report results and drive action
Detailed content
- Standards to criteria
- Weights
- Critical items
- Visit and call scenarios
- Questionnaire design
- Digital channels
- Shopper profiles
- Briefing
- Quality checks
- Scores and dashboards
- Branch feedback
- Action plans
Day-by-day agenda
A typical schedule. In-company versions are tailored to your processes, data and timing.
- Service standards
- Scenarios and questionnaires
- Shopper management
- Reporting and action
- Case study, action plans and course assessment
Practice, tools and assessment
Hands-on practice
- Customer-journey mapping of one service with pain points
- Role plays: difficult customers and complaint recovery
- Design a service standard and measure it (CSAT/NPS)
- Case studies from Egyptian and Gulf organizations
Tools and templates you keep
- Customer-journey map template
- Complaint-handling flow (LAST/HEARD)
- Mystery-shopping checklist
- Course workbook and slide handouts
How learning is assessed
- Pre- and post-course knowledge check
- Assessment of practical exercises by the trainer
- Action plan reviewed at the end of the course
Built on these standards and bodies of knowledge
- ISO 10002 (complaints handling) and ISO 23592 (service excellence)
- COPC CX Standard
Certificate
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
New in our 2026 portfolio — tell us your dates and we will confirm the trainer and schedule.
How it is delivered
- Public courses in Cairo, in-company programs and live online training
- Practical exercises, case studies and examples from your sector
- Can also run as Train & Stay in Sharm El Sheikh, Hurghada or Cairo
Frequently asked questions
How long is Mystery Shopping Programme Design?
The program runs 2 days. In-company versions can be adapted to your needs.
Is the course taught in Arabic or English?
Sessions are usually delivered in Arabic with English technical terms and materials. Full English delivery is available for in-company groups.
Can you run it inside our company?
Yes. In-company programs use exercises built on your own processes. Tell us the group size and preferred timing and we will send a proposal.
Will I receive a certificate?
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
More programs in this field
- Call Center Management: COPC Standards & Customer Experience3 days
- Communication Skills & Complaint Handling5 days
- Customer Experience (CX) Mastery5 days
- Customer Service Excellence2–3 days
- Government Call Center Development Tracks (Arabic): Track 1 Leadership & Supervision; Track 2 Back-Office Skills –3 days
- World-Class Customer Service2 days
- Effective Selling Skills3 days
- Key Account Management5 days
- Public Relations1 day
Get dates, fees and the full outline.
Tell us whether you are joining as an individual or planning a program for your team.