Clarity and Scope of

Problem Statement
How is technology enabling Mystery audits for being an effective
tool in your Customer Experience (CX) toolkit?
Use of Secondary Data, Source Data Analysis, Summary
Takeaways - Industry 
• When a customer crosses the threshold of your store.  She or he see, observe, hear,
touch, smell, taste. And they make an assumption about store.
• This customer is a professional knowing every detail of the standard of service and of
other standards of the organization.  Imagine that we can have a collection of
snapshots of that customer‘s experience and flip through them to see the reality again
through the eyes of the standard customer. The strengths, the areas to be improved,
the best practices and the dysfunctional behavior.
• Percentages, indicators, qualitative comments, objective accounts of the experiences
in the store. Used more of a secondary data. 
• Monitoring activities and the quality of the service at the exact moment in which it is
delivered. An effective tool for evaluating the quality of the service provided to the
customer in an analytical and professional manner. In this method, the mystery client,
the user of the service is the focus.
Vision Mission Core Values - SWOT

•A system of measurement of the organization‘s performance on the service

•An evaluation model for the performance of the staff involved in customer relations
•A benchmark for orienting organizational strategies at managerial level through data and
numbers that represent human behavior in interactions with the customer/ consumer
•A project of growth set in motion by what the customer/ user experiences when relating to
the organizational reality. This is closely correlated with the themes of effectiveness and
efficiency in the service provision
•A way to regard attention to the customer experience as the key to continuous improvement.
Evidence of Adherence Team Charter,
Team Bonding.

Team building interventions have three essential characteristics which

clarify the confusion around the term and help differentiate it from
other interventions aimed at teams;

Team building interventions improve team members’ feelings and

team interactions, but don’t have a considerable effect on team
performance;

Effective team building activities are not only fun but must also be
aligned with the objective of the session.
Stakeholders Map -Text Analysis 
 Team Charter 
• Project Team Charter: Global Citizen Leadership Program

• Values and beliefs: Supportive environment, efficiency, excellence, determination & integrity 
MISSION &
OBJECTIVES  • Project goals: Group collaboration, leadership, individual growth and learning. 

To identify between ‘what is working’ and ‘what is not working’ to have accurate results with proper
VISION  reasoning. 

• Ayush Tiwari: Communicates tasks with the team 

• Diksha Singh: Information and resource manager 
TEAM • Manthan Sharma: Project manager and implementor of tasks 
MEMBERS  • Vibhuti: Manager with a sales and marketing perspective 
• Namrata Mali: Leader in the communication role 
• Nidhi: Idea generator and task manager 
Team Charter (continued)
• Communication methods: Online team meets, WhatsApp and phone calls 
COMMUNICATION 
GUIDELINES  • Meeting frequency: Twice to thrice a week 

• Faculty support 
• Mentoring programs 
RESOURCES & SUPPORT  • Training  
• Additional supporting resources  
Research design plan
User Journey
Map
Primary research plan over next month- what
kind of research will be done.