Scope the programme
MCE works with you to define the customer journey, target locations, visit frequency and standards to observe. The scope should be specific enough to produce comparable evidence while allowing a natural customer interaction.
How it works
A clear route from business question to reviewable evidence.
The strongest programmes begin with an operational decision, then use realistic scenarios and suitable evaluators to collect evidence teams can use.
Design the scenario
The scenario establishes what the evaluator needs to do, ask and observe. It reflects a credible customer need and avoids forcing an artificial conversation.
Match and brief evaluators
Suitable video shoppers are selected for the journey and briefed on the scenario, reporting requirements, deadlines and technical standards.
Complete the visits
Evaluators visit as ordinary customers, follow the agreed scenario and submit the footage with a structured report.
Quality review
Submissions are checked against the brief. Reporting and media are prepared for secure, relevant stakeholder access.
Review and respond
Teams review results across locations and interactions, identify coaching or process priorities and decide what to measure next.
What you receive depends on the programme.
Programme outputs are agreed during scoping rather than assumed. They may include visit-level reporting, footage, location comparisons, dashboards and periodic programme reviews.
- Agreed evaluation criteria
- Quality-reviewed submissions
- Secure stakeholder access
- Comparable location-level evidence
- Review points linked to operational decisions