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Mystery Shopping and Service Standards Auditing

Service standards mean little unless someone checks whether frontline teams actually deliver them. This programme teaches managers to design and run mystery shopping and service audit programmes that reveal the real customer experience across branches and outlets. Participants learn to build fair scorecards, brief assessors and turn findings into coaching that lifts service across African retail and hospitality networks.

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What you will be able to do

  • Define measurable service standards for frontline touchpoints.
  • Design mystery shopping scenarios and audit scorecards.
  • Recruit, brief and manage assessors for consistent scoring.
  • Gather evidence fairly while protecting staff dignity and trust.
  • Analyse audit results to find patterns across branches and teams.
  • Convert findings into coaching and service improvement plans.

Course outline

  1. 01Why service standards need independent measurement
  2. 02Defining observable service standards
  3. 03Designing mystery shopping scenarios
  4. 04Building fair and reliable scorecards
  5. 05Recruiting and briefing assessors
  6. 06Analysing and reporting audit results
  7. 07Feedback, coaching and follow up
  8. 08Sustaining a service auditing programme

Who should attend

Customer experience managers, retail and branch managers, quality officers and operations staff responsible for service consistency.

Dates, venues and fees

DatesVenueDaysFeeCalendarRegister
15 to 16 Oct 2026Johannesburg2R10,000Register
19 to 20 Oct 2026Cape Town2R10,000Register
20 to 21 Oct 2026Durban2R10,000Register
21 to 22 Oct 2026Pretoria2R10,000Register
22 to 23 Oct 2026Windhoek2US$1,100Register
26 to 27 Oct 2026Gaborone2US$1,100Register
27 to 28 Oct 2026Maseru2US$1,100Register
28 to 29 Oct 2026Mbabane2US$1,100Register
29 to 30 Oct 2026Lusaka2US$1,100Register
2 to 3 Nov 2026Harare2US$1,100Register
3 to 4 Nov 2026Lilongwe2US$1,100Register
4 to 5 Nov 2026Blantyre2US$1,100Register
5 to 6 Nov 2026Mozambique2US$1,100Register
9 to 10 Nov 2026Nairobi2US$1,100Register
10 to 11 Nov 2026Dar es Salaam2US$1,100Register
11 to 12 Nov 2026Kigali2US$1,100Register
12 to 13 Nov 2026Kampala2US$1,100Register
16 to 17 Nov 2026Accra2US$1,100Register
17 to 18 Nov 2026Lagos2US$1,100Register
18 to 19 Nov 2026Cairo2US$1,100Register
19 to 20 Nov 2026Mauritius2US$1,100Register
23 to 24 Nov 2026Dubai2US$1,100Register
24 to 25 Nov 2026Online2US$900Register

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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