How To Develop Mystery Shopping Program -

How To Develop Mystery Shopping Program


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Course Fee (IDR)

IDR 800.000

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  • Course Type


  • Course Duration


  • Course Location

    Kota Administrasi Jakarta Pusat

  • Course Max Participant


  • Course Address

    IBIS Budget Hotel Cikini, Jl. Cikini Raya No 75, Jakarta Pusat

  • Course Date & Time

    06 September 2018 09:00

Course Description

Course Summary




How to Develop Mystery Shopping Program to Measure Service Performance in Your Company

Thu, 6 September 2018 (09.00 - 17.00 WIB)



Ibis Budget Hotel Cikini, Jl. Cikini Raya No.75, Jakarta Pusat



Reny Santoso (CEO & Founder at Morrigan Service)

Reny has more than 8 years experience in marketing research, both Quantitative and Qualitative Research.

Her experiences vary from mystery shopping, consumer behavior, market analysis, service blueprint; from the private company and BUMN, such as banking, telecommunication, automotive, retail, general & life insurance, electronics, smartphone, F&B, and FMCG.



IDR 800.000 /participant

(including material, certificate, coffee break, and lunch)

EARLY BIRD PRICE : IDR 700.000 /participant (until 1 Sep 2018)


About NEXT by

NEXT by is an affordable corporate training program on popular topics with hands-on learning led by experienced trainers.

Maximum Participant

15 Participants

Course Language


Course Core Competencies

Planning and Initiative, Sharing of Expertise

At the end of this course, participants will be able to…



Learn how to conduct Mystery Shopping program to measure service performance in your company

Who should take this course? Who should not?



Service Quality Manager, Customer Service Manager, Customer Relationship Manager, and other position related to the Customer and Service.

What participants will need to know or do before joining this course?



Passion for Service

Course Methods


Course Content

    Day 1
  • Lecture 1

    Introduction to Service Excellence
  • Lecture 2

    Quantitative vs Qualitative Research
  • Lecture 3

    What is Mystery Shopping (MS)
  • Lecture 4

    Steps to Implement MS Program
  • Lecture 5

    How to Approach People for MS
  • Lecture 6

    Getting Familiar with MS Instrument
  • Lecture 7

    Setting KPI for MS Program
  • Lecture 8

    Quality Control in MS
  • Lecture 9

    Analyzing the Result for Improvement
  • Lecture 10

    Follow up on the Result

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