Mystery Shopper Program

Mystery Shopper Program
Financial & Administrative Affairs Division

Final Evaluation Report
Abu Dhabi University
May 26, 2016

Prepared by Mirna Al Zaghni
Table of Contents
Overview & objectives of Mystery shopper project .............................................................................4
The mystery shopper details are in the below table. ............................................................................... 5
Implementation .................................................................................................................................7
Selection of the mystery shoppers ........................................................................................................... 7
The assessment process............................................................................................................................ 7
Phone calls by students, employees & external stake holders .............................................................8
Criteria for Evaluation ............................................................................................................................... 8
Inquiries made on phone .......................................................................................................................... 8
Department Results .................................................................................................................................. 9
1)
Finance .......................................................................................................................................... 9
2)
Human Resources ......................................................................................................................... 9
3)
Business Support and Facilities ................................................................................................... 10
4)
Procurement .............................................................................................................................. 10
5)
IT.................................................................................................................................................. 11
6)
Al Ain Campus ............................................................................................................................ 11
Conclusion ............................................................................................................................................... 12
Emails by students, employees & vendors ........................................................................................ 14
Introduction ............................................................................................................................................ 14
Criteria for Evaluation ............................................................................................................................. 14
Department Results ................................................................................................................................ 15
1)
Finance ........................................................................................................................................ 15
2)
Human Resources ....................................................................................................................... 15
3)
Business Support and facilities ................................................................................................... 16
4)
Procurement ............................................................................................................................... 16
5)
IT.................................................................................................................................................. 17
6)
Al Ain Campus ............................................................................................................................. 17
Conclusion ............................................................................................................................................... 18
Personal Visits by students, employees & external stakeholders ....................................................... 20
Introduction ............................................................................................................................................ 20
Criteria for Evaluation ............................................................................................................................. 20
Department Results ................................................................................................................................ 21
2
1)
Finance ........................................................................................................................................ 21
2)
Human Resources ....................................................................................................................... 21
3)
Business Support and Facilities ................................................................................................... 22
4)
Procurement ............................................................................................................................... 22
5)
IT ................................................................................................................................................. 23
6)
Al Ain Campus ............................................................................................................................ 23
Conclusion ............................................................................................................................................... 24
Summarized Evaluation Results ........................................................................................................ 25
Employees with the highest score from each department .................................................................... 25
Employees in need of customer service training .................................................................................... 26
Budget for the Mystery Shopper program......................................................................................... 26
Conclusion ....................................................................................................................................... 26
Recommendations to improve the program...................................................................................... 27
Overview & objectives of Mystery shopper project

Mystery shopping is a method used externally by market research companies, watchdog
organizations, or internally by companies themselves to measure quality of service, or
compliance with regulation, or to gather specific information about their products and services.
The identity of the mystery consumer is usually unknown by the establishment that is being
evaluated.
Some benefits of conducting a mystery shopper program are listed below.
Improving service levels

Checking staff performance
Keeping the clients satisfied, every time
Increasing clients loyalty
Improving the universitys name
Surveying your competitors
Benchmark against previous performance and competitors
Stimulating business growth
Will improve the ADU KPI (Key Performance Indicators) score.
Would help in accomplishing the ADU strategy goals below:
o 4.1 Optimize operational efficiency and effectiveness
o 5.1 Attracting and retaining highly qualified staff and faculty
o 6.2 increasing core business profitability
We conducted a total of 178 mystery

shopper inquiries in the ADU campus from
three dimensions which are
Phone Calls
Email inquiries
In-person visits
All the three dimensions included inquiries

from students, employees, and our vendors.
The mystery shopper details are in the below table.

The below table contains the list of participants in the mystery shopper program. Note that the external
stakeholders also consist of some of the students who played as an external company while doing the
calls.
Name
ID
Males
1
2
3
4
5
6
Mohammad Tahir Mahmood

Saeed Abdul Majeed
Muzammil Hussain Tabassum
Muhammad Saqib
Adil Naveed Khan
Zeeshan Ur Rahim Malik
1040411
1045482
1045801
1047772
1060177
1045532
Jan Maurice Spittel
1046040
7
8 Safi Amir
9 Bilal Amir
1045275
1052776
10 Jibran Hassan Ansari
1044736
11 Fahad Ahmed
1044729
Females
16
17
18
20
21
22
23
24
25
26
27
Jood Radwan Chaker

Minna khalil
Sara duraid
Batool Chreidi
Inasz Adi
Tamara Mustafa
Shaden Alomari
Rand Khalid
Nataly Mousa
Sara Al Abbasi
Malak AlZaghni
050-7886034
050-1662630
0501318800
0502878081
0567115089
0569520750
0509135631
0505616661
0508217979
0506107274
0503777685
1055229
Phone
Calls
1047473
Email
1049353
1051708
1045433
1032385
1060186 Personal
Visits
1045782
1047592
1) Staff
1
2
3
4
5
6
7
8
9
10
Name
Brijitha Elayadath
Afrah Sheriff
Moayad Suleiman
Jasir Illias
Omar Karim
Shila Moni
Mohammed Attia
Emily Delmonte
Ihab Khablawi
Mahmoud
Mahmoud Sabha
11 Anoop Abubacker
Sabeesh Kaleeluvila
12 Shoukathali
13 Yousif Babiker
14 Tahani Abu Oudeh
15
16
17
18
Abigal Galban
Shadi Jamal
Huda Iqbal
Iman Najm
Department
(IRE)
IT Services
IT Services
HR Dept.
HR Dept.
Marketing
ADU Foundation
Finance
Finance
Purchasing
Business Support &
facilities
Business Support &
facilities
BSF Office of Safety
& Security
Financial Aid &
Scholarship
Student Support
Services
BSF
Library
(SEDO)
Extension Number
5244
5953
5989
5917
5978
5966
5968
5603
5967
5856
5207
5977
5922
5701
987
773
5843
2) External Stakeholders
1
2
3
4
Name
Naheel Basil
Ched Nato
Tony
Reem Mouelhi
Company
External customer
One to one hotel
La Cuccina catering
Green Valley
Contact Number
055-4862240
Email
Implementation
Selection of the mystery shoppers
The required number of external stakeholder mystery shoppers was not huge and so the requirement
was kept discrete and the only method used to get the shoppers was word by mouth and direct
selection by the Vice Chancellor office. Some students also played as external stakeholders to get to this
number and to make the process easier and faster.
The external stakeholders were sent an invitation email and the ones interested were selected to be in
the mystery shopper program.
The requirement for the students was satisfied by the student council president as he has a lot of
interaction with students. He coordinated with the students using different media of communication to
get the required number.
Prior to their visit and work, a short training and an information session about the program and
objectives was prepared and given to the selected mystery shoppers.
The assessment process

The project commenced on Feb, 1st, 2016 and most of the employees who have some sort of interaction
in their work were contacted a few times over a period of two months by different mystery shoppers,
who filled a mystery shopper form after the interaction. The employees were contacted using phone,
emails and personal visits by the mystery shoppers. This give a reliable score and a better reflection of
the departments performance. The entire process will be carried out twice in a fiscal year, once at the
start and the second session a couple months before the end. The responses were collected and
evaluated after which the percentage score for each of the evaluated department can be calculated.
Almost all employees have to deal with some sort of interaction with their colleagues. Employees who
do not deal directly with students and external stakeholders faced more mystery shopper enquiries
from other departments to get a satisfactory score.
The objectives of this program is to find out how many of our criteria, mentioned in each section of the
report below, we satisfy and with what score. The entire results include scores of each department, Abu
Dhabi University Administrative Departments as a whole. The time line for the project is given in the
table below.
Step
1
Selection of mystery shoppers
2
Mystery shopper training
3
4
5
Mystery Shopper interactions

Evaluation and compiling results
Awards distribution
Time Line
Session 1
13 September 23
September
28 September 30
September
4 October 12 November
15 November 24 December
14 January 2015
Session 2
1 Feb 20 March
20 March 30 March
30 March -- 5 May
5 May 30 May
1 June 2016
7
Phone calls by students, employees & external stake holders

Introduction
As a professional, internationally known and growing organization, we should make sure that
even small details are followed correctly and hence encourage the caller to describe his
problem freely. The tone should be encouraging or at least not negative and the provided
solution should be satisfactory. All these are given to the mystery shoppers as yes/no questions
and their final verdict about the call is then asked. In this part they have a choice of 5 options
between very poor and excellent depending on how satisfied they are from the call depending
on the above 5 criteria.
Criteria for Evaluation

Below are the mentioned main criteria that are focused on in the report. The score below is the
average score out of 10 given to the respective criteria by each mystery shopper. This value is
obtained by calculating the percentage of the positive response and then converting it to get a
score out of 10.
Inquiries made on phone

Criteria
Speed of answer and whether the representative on phone used the
professional greeting or not.
Category
Availability of
respondent
Using the standard greeting Good morning. Thank you for calling Abu
Dhabi University, I am [***]. How may I help you?
The tone of the respondent
Behavior, knowledge
and Attitude
His phrases while putting the call on hold and handling other issues
The respondents ability to understand the problem
The respondents technical knowledge for type of contact
General questions
The appropriateness of the solution chosen by him, either directing the call
to the right department or any way he used to deal with the issue.
8
Department Results
1) Finance
Students: 20
Staff:
Students
Section
Availability of respondent
Behavior, knowledge and Attitude
Calls on hold
General questions
Staff
9
8
8
9
9
9
NA
9
Total Score
Total
score
9
8.5
8
9
8.6
Rating of the Satisfaction Level (total 14 responses)

Very Poor
Number of
responses
Poor
Good
Very Good
Excellent
Average Score
(out of 10)
8
Best Employee (highest score): Fowzia Yasmin Khan, Ihab Keblawi
2) Human Resources
Students: 10
Staff:
Students
Section
Calls on hold
General questions
Staff
4
8
NA
9
7
9
NA
9
Total Score
Total
score
5.5
8.5
NA
9
7.6

Very Poor
Poor
Good
Number of
responses
Best Employee (highest score):
Very Good
Excellent
Average Score
(out of 10)
7.1
Omar Karim
3) Business Support and Facilities
Students:
11
Students
Section
Calls on hold
General questions
Staff: 5
Staff
8
9
NA
8
9
9
NA
9
Total Score
Total
score
8.5
9
NA
8.5
8.7
*note: the scores are low for drivers but office staff scores are high

Very Poor
Poor
Number of
responses
Good
5
Very Good
Excellent
Average Score
(out of 10)
8
Anoop Abubacker, Tessy Mattackal
4) Procurement
Students: 8
Staff: 5
Students
Section
Calls on hold
General questions
Staff
8
8
9
9
9
10
9
9
Total Score
Total
score
8.5
9
9
9
8.9

Very Poor
Number of
responses
Poor
Good
1
Very Good
Excellent
Average Score
(out of 10)
8.25
Best Employee (highest score): Mahmoud Sabha
10
5) IT
Students: 15
Staff:
Students
Section
Calls on hold
General questions
Staff
8
8
NA
9
9
8
9
9
Total Score
Total
score
8.5
8
9
9
8.6

Very Poor
Poor
Good
Number of
responses
Very Good
Excellent
Average Score
(out of 10)
6.9
Best Employee (highest score): Rina Mandigma, Moayad Sulieman
6) Al Ain Campus
Students:
Staff:
Students
Section
Calls on hold
General questions
Staff
8
9
NA
10
9
10
NA
10
Total Score
Total
score
8.5
9.5
NA
10
9.3

Very Poor
Poor
Number of
responses
Good
2
Very Good
Excellent
Average Score
(out of 10)
8
Sajin Salim
11
Conclusion
From a total of 85 mystery shopper enquiries conducted in the phone calls category, the below
notes were concluded:
Average Department Score (out of 10)

8.4
8.2
8
7.8
7.6
7.4
7.2
7
6.8
6.6
6.4
8.25
7.1
Average call score: 8.61

Average call satisfaction score: 7.71
Positives:
Overall, Abu Dhabi Universitys telephone extensions were very professional and mostly
just need improvement in using the standard greeting. This is one of the few things that
didnt improve from last year.
They were effective at performing their task though they need improvement in making
the caller feel important and not being in a hurry to end the call
In 95% cases, the issue was solved within 10 minutes
Negatives:
On 79% occasions, the standard greeting was not used.
On 95% occasions, the employee did not suggest visiting the campus.
On 35% occasions, the employee did not wait for the caller to hang up.
75% of the calls were answered within 5 rings. The tone of all of the greeting was felt to have
been good, but with only 25% of staff using a salutation. Staff rarely used the standard
salutation and gave the University name in the greeting. There were quite a number of calls put
on hold or transferred and so the score for questions in the last section is reasonable.
12
The main challenge faced in this area was calling the line 2 or 3 times before someone
answered. A recommendation for this is to have an automatic call transferring system which
transfers the call to anyone else in the department or even the staffs voice added to the
currently used voice record option asking the caller to leave a message if they want to.
From all the mystery shopper calls conducted, 80.6% (according to the average score) of calls
were felt to have been handled professionally.
The best respondents from each department are mentioned in the table below
Department
Finance
Staff
Ms. Fowzia Yasmin
Mr. Ihab Keblawi

Human Resource
BSF
Procurement
IT
Mr. Omar Karim

Mr. Anoop Abubacker,
Ms. Tessy Mattackal
Mr. Mahmoud Sabha
Ms. Rina Mandigma
Al Ain Campus
Mr. Moayad Sulieman

Mr. Sajin Salim
Mr. Omer Karim receiving his award in the 2015 Mystery Shopper Program
13
Emails by students, employees & vendors
Introduction
In this part, we have 3 sections, the first assessing the timely response of the employee, the
second assessing the behavior and the third assessing the appropriateness of the solution and
the referred email. These sections are evaluated depending on how satisfied they are from the
email depending on the below 4 criteria. The scoring system is similar to the one used in the
previous section.

Email Inquiries
Criteria
Speed of response and whether the representative on email used the
professional greeting or not.
The tone and language of the respondent
The respondents ability to understand the problem
The appropriateness of the solution chosen by him, either forwarding you to the
right department or any way he used to deal with the issue.
Category
Availability/
timely response
Behavior,
knowledge and
Attitude
General
questions
14
Department Results
1) Finance
Students: 7
Section
Availability/ timely response
Referred Email
General questions
Staff: 5
Students
Staff
9
9
8
10
10
8
9
9
Total Score
Total
score
9.5
8.5
8.5
9.5
9

Very Poor
Poor
Good
Number of
responses
Very Good
Excellent
Average Score
(out of 10)
8.2
Jerick Inuyay
2) Human Resources
Students:
Section
Referred Email
General questions
Staff:
Students
Staff
7
8
NA
9
9
8
7
9
Total Score
Total
score
8
8
7
9
8
*note: this was the area with the most improvement from last year

Very Poor
Poor
Good
Number of
responses
Very Good
Excellent
Average Score
(out of 10)
7.2
Mallak Aldasouqi
15
3) Business Support and facilities
Students: 4
Section
Referred Email
General questions
Staff: 4
Students
Staff
8
9
10
8
8
8
7
8
Total Score
Total
score
8
8.5
8.5
8
8.25

Very Poor
Poor
Number of
responses
Good
Very Good
Excellent
Average Score
(out of 10)
7.5
Best Employee (highest score): Anoop Abubacker
4) Procurement
Students:
Section
Referred Email
General questions
Staff:
Students
Staff
8
7
9
8
10
7
8
9
Total Score
2
Total
score
9
7
8.5
8.5
8.25

Very Poor
Number of
responses
Poor
Good
Very Good
Excellent
Average Score
(out of 10)
7
Best Employee (highest score): Waseem Mahmoud
16
5) IT
Students:
Students
Section
Referred Email
General questions
Staff:
Staff
8
7
8
7
7
8
8
8
Total Score
No responses in most student enquiry cases and one staff enquiry case
Total
score
7.5
7.5
8
7.5
7.6

Very Poor
Poor
Good
Number of
responses
Very Good
Excellent
Average Score
(out of 10)
6.6
Best Employee (highest score): Afrah Sherif
6) Al Ain Campus
Students: 0
Staff:
Students
Section
Referred Email
General questions
Staff
NA
NA
NA
NA
8
9
8
9
Total Score
No responses in most student enquiry cases and one staff enquiry case
7
Total
score
8
9
8
9
8.5

Very Poor
Poor
Good
Number of
responses
Very Good
Excellent
Average Score
(out of 10)
8.9
Shadi Jamal
17
Conclusion
From the 55 email mystery shopper enquiries conducted, the below notes were concluded:

9
9
8.8
8.6
8.4
8.2
8
7.8
7.6
7.4
8.5
8.25
8.25
8.25

Positives:
Overall, Abu Dhabi Universitys staff were good in handling email
They were effective at performing their task but need improvement in suggesting to
visiting the campus
In 80% cases, the issue was solved within 24 hours
Negatives:
On 90% occasions, the employee did not suggest visiting the campus when needed.
HR departments response rate to students and external stakeholders was very low.
Suggestion to visit the department was not given in over 85% cases
100% of staff included their name and signature in the email. All the information given was felt
to have been clear and written in plain English and Arabic.
The layout was considered professional (proper case, structured in paragraphs, salutation and
some form of ending) in 95% of emails overall, varying from 80% to 100%. The language was
always rated as professional and the tone was courteous.
18
Department
Finance
Human Resource
BSF
Procurement
IT
Al Ain Campus
Staff
Mr. Jerick Inuyay
Ms. Mallak Al Dasouqi
Mr. Anoop Abubacker
Mr. Waseem Mahmoud
Ms. Afrah Sherif
Mr. Shadi Jamal
Group picture of the staff winners and Mystery Shoppers
19
Personal Visits by students, employees & external

stakeholders
Introduction
The first part in this section is evaluating the Availability, attire and attitude of the employee
and the second is assessing the Language and issue handling. In this part, the mystery shoppers
had a similar choice of 5 options between very poor and excellent depending on how satisfied
they were from the visit depending on the below 6 criteria.

In-Person Visits
Criteria
Availability
Attire of the representative & name tag
Did he/she use the standard professional greeting?
The representatives attitude, body language and tone
The representative ability to understand the problem
His/her phrases while handling your issue
The appropriateness of the solution chosen by him, either directing you to the
right department or any way he used to deal with the issue.
Category
Availability of
the respondent
Behavior,
knowledge and
Attitude
General
questions
20
Department Results
1) Finance
Students: 7
Staff: 3
Students
Section
Availability of the respondent
General questions
10
9
9
Staff
Total score
8
10
9
Total Score
9
9.5
9
9.2

Very Poor
Poor
Good
Very Good
Excellent
Number of
responses
Average Score
(out of 10)
8.8
Best Employee (highest score): Rola Abu ObidAllah
2) Human Resources
Students:
Staff:
Students
Section
General questions
10
9
10
Staff
9
9
8
Total Score
Total score
9.5
9
9
9.2

Very Poor
Poor
Good
Number of
responses
Very Good
Excellent
Average Score
(out of 10)
8.9
Erickson Javid
21
3) Business Support and Facilities
Students:
Students
Section
General questions
NA
NA
NA
0
Staff
9
9
10
Total Score
Staff: 5
Total score
9
9
10
9.3

Very Poor
Poor
Good
Very Good
Excellent
Number of
responses
4) Procurement
Average Score
(out of 10)
9.2
Abdul rashid, Judy Lopez
Students: 1
Staff: 2
Students
Section
General questions
10
9
8
Staff
10
8
8
Total Score
Total score
10
8.5
8
8.8

Very Poor
Poor
Number of
responses
Good
Very Good
Excellent
1
Average Score
(out of 10)
7.3
Ms. Dianne Velasco
22
5) IT
Students: 3
Staff:
Students
Section
General questions
8
8
7
Staff
Total score
10
8
8
Total Score
9
8
7.5
8.2

Very Poor
Poor
Good
Number of
responses
6) Al Ain Campus
Very Good
Excellent
Average Score
(out of 10)
6.9
Amal Ahmed, Fareeda MTK
Students:
Staff:
Students
Section
General questions
NA
NA
NA
Staff
8
9
8
Total Score
Total score
8
9
8
8.3

Very Poor
Number of
responses
Poor
Good
4
Very Good
Excellent
Average Score
(out of 10)
7.4
Best Employee (highest score): Ms. Feda Mustafa
23
Conclusion
From the 43 mystery shopper visits conducted, the below notes were concluded:

9.4
9.2
9
8.8
8.6
8.4
8.2
8
7.8
7.6
9.2
9.2
9.3
8.8
8.2
8.3

Positives:
The staff are very effective and the issue was solved in less than 10 minutes in 90% of
the cases
Most of the staff were available in this category unlike in email enquiries
Negatives:
On 85% occasions, the standard greeting was not used.
On 60% occasions, the employee was not wearing a name tag.
90% of staff were well, professionally dressed but only a few of them were wearing their name
tags. Around 70% of the staff didnt use a greeting before discussing the issue. The staff were
bilingual mostly and were able to assist in English and Arabic languages.
The issue was solved in less than 10 minutes in 90% of the cases whereas 10% cases took longer
than 10 minutes and 00% cases took longer than 20 minutes. The language and the behavior of
the employee was always rated as professional and the tone was courteous.
Counters of departments such as finance were over crowded especially during the due dates of
the fee payment. A recommendation here would be to have a separate counter or a separate
ticket for customers who are there just to enquire about anything.
24
Department
Finance
Human Resource
BSF
Procurement
IT
Al Ain Campus
Staff
Ms. Rola Abu ObidAllah
Mr. Erickson Javed
Mr. Abdul Rasheed,
Ms. Judy Lopez
Ms. Dianne Velasco
Ms. Amal Ahmed
Ms. Fareeda MTK
Ms. Feda Mustafa
Summarized Evaluation Results

Employees with the highest score from each department
Department
Finance
Phone Calls
Email Enquiries
Personal Visits
Ms. Fowzia Yasmin

Mr. Ihab Keblawi
Mr. Omer Karim
Mr. Jerick Inuyay
Ms. Rola Abu ObidAllah
Ms. Mallak Al Dasouqi
Mr. Erickson Javed
BSF
Mr. Anoop Abubacker,

Ms. Tessy Mattackal
Mr. Anoop Abubacker
Mr. Abdul Rasheed, Ms

Judy Lopez
Procurement
Mr. Mahmoud Sabha
Mr. Waseem Mahmoud
Ms. Dianne Velasco
IT
Ms. Rina Mandigma

Mr. Moayad Sulieman
Ms. Afrah Sherif
Ms. Amal Ahmed

Ms. Fareeda MTK
Al Ain Campus
Mr. Sajin Salim
Mr. Shadi Jamal
Ms. Feda Mustafa
Human Resource
ADU top 4: Anoop Abubacker (BSF), Omar Karim (HR), Jerick Inuyay (Finance), Moayad
Sulieman (IT)
The best employee from each department will receive gift vouchers worth between AED 500 to
AED 1000. The other five employees in the top 10 (exclusive of the best employee of all the
departments) will receive gift vouchers worth AED 100 to AED 1000.
25
Employees in need of customer service training
The evaluation results of the staff with low score will be sent to the line manager
The line managers will have one to one discussion with these staff to explain the
importance of consistent quality customer service
Group customer service trainings will be arranged to improve their customer service
performance
Budget for the Mystery Shopper program

Costs for this program include some incentives such as vouchers, gifts which will be given to the
mystery shopper students, employees and vendors taking part in the program to ensure their
commitment to their parts. Some other costs include buying extra sim cards or other
equipment if needed. Another big part of the budget includes the awards given to the best
employees chosen from each category depending on the score they received.
Costs
Project miscellaneous expenses,
costs, gifts, telephone cards
Catering
Planned Budget
Actual Spending
AED 20,000
AED 15,000
AED 5,000
AED 25,000
AED 6,000
AED 21,000
Total Saving
Conclusion
Based on our studies, we conclude that Abu Dhabi University employees are efficient in
handling situations and the 85% satisfied people shows to prove that. This was a lot better than
last years results However, there is still a lot of room for improvement especially in the email
communication media. The cyclical feedback provided by the shoppers also pinpoints areas for
improvement and thus highlights the areas in need of training. These being:
Using standard greetings while answering phone calls or attending personal visits
Wearing name tags
Improving response rate in Emails/ promptness in replies
Suggest to visit the campus
Take time in solving each issue and not giving the impression of being in a hurry
26
Recommendations to improve the program
Spend more time and have a complete structured plan including a list of enquiries a mystery
shopper has to perform
Distribute the enquiries roughly evenly throughout the evaluation period
Involve more students
Improve the training of mystery shoppers so more students can act as external stakeholders
Increase the number of enquiries
Develop a new E system for recording and processing the results
Use I pads for the surveys
27

Mystery Shopper Program

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Mystery Shopper Program

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Mystery Shopper Program

Financial & Administrative Affairs Division

Abu Dhabi University

May 26, 2016

Human Resources ......................................................................................................................... 9

Business Support and Facilities ................................................................................................... 10

Al Ain Campus ............................................................................................................................ 11

Human Resources ....................................................................................................................... 15

Business Support and facilities ................................................................................................... 16

Al Ain Campus ............................................................................................................................. 17

Human Resources ....................................................................................................................... 21

Business Support and Facilities ................................................................................................... 22

Al Ain Campus ............................................................................................................................ 23

Overview & objectives of Mystery shopper project

Improving service levels

We conducted a total of 178 mystery

All the three dimensions included inquiries

The mystery shopper details are in the below table.

Mohammad Tahir Mahmood

Jan Maurice Spittel

10 Jibran Hassan Ansari

Jood Radwan Chaker

The assessment process

Mystery shopper training

Mystery Shopper interactions

Phone calls by students, employees & external stake holders

Criteria for Evaluation

Inquiries made on phone

Rating of the Satisfaction Level (total 14 responses)

Best Employee (highest score): Fowzia Yasmin Khan, Ihab Keblawi

Rating of the Satisfaction Level (total 17 responses)

3) Business Support and Facilities

Rating of the Satisfaction Level (total 16 responses)

Best Employee (highest score):

Anoop Abubacker, Tessy Mattackal

Rating of the Satisfaction Level (total 8 responses)

Best Employee (highest score): Mahmoud Sabha

Rating of the Satisfaction Level (total 17 responses)

Best Employee (highest score): Rina Mandigma, Moayad Sulieman

Rating of the Satisfaction Level (total 6 responses)

Average Department Score (out of 10)

Average call score: 8.61

Mr. Ihab Keblawi

Mr. Omar Karim

Mr. Moayad Sulieman

Emails by students, employees & vendors

Criteria for Evaluation

Rating of the Satisfaction Level (total 12 responses)

Rating of the Satisfaction Level (total 12 responses)

3) Business Support and facilities

Rating of the Satisfaction Level (total 8 responses)

Best Employee (highest score): Anoop Abubacker

Rating of the Satisfaction Level (total 6 responses)

Best Employee (highest score): Waseem Mahmoud

Rating of the Satisfaction Level (total 10 responses)

Best Employee (highest score): Afrah Sherif

Rating of the Satisfaction Level (total 7 responses)

Average Department Score (out of 10)

Average call score: 8.23

Mr. Shadi Jamal

Group picture of the staff winners and Mystery Shoppers

Personal Visits by students, employees & external

Criteria for Evaluation