Purpose of C-Rating
It is crucial for the management personnel to know if their staff works out their instructions correctly. This is, nevertheless, a time- and effort-consuming task which bothers lots of management. Our conformity evaluation product, C-Rating, is the tool for you.

C-Rating works, for you, tailor made evaluation according to the work instructions/ designated work standards you set up for your organization. Our trained auditors will help you to “see”, “hear”, and evaluate how your staff conforms with the designated standards.

Quality goals and objectives will be set in compliance to your organization's standard. You will be provided with continual tracking data, enabling you to check the progress of conformity, and take appropriate action to strengthen your work instructions/ trainings to your staff.

Findings of C-Rating also gives you support on your organization's existing/ further customer satisfaction programs. By analyzing the findings of C-Rating, and those of your organization's customer satisfaction programs, you could grasp a better idea of what customers truly need, and how to fine tune your work instructions/ standards.

C-Rating is by no means a simple quality or satisfaction tracking system. It supplies you with better understanding of how your standards and values are conformed with. Your organization will benefit with improved performance, better operations and improved profitability.

Reporting
C-Rating is designed to provide various aspects of services regarding mystery shopping:

• Mystery observation
• Mystery telephone calls
• Mystery mail or fax

A set of investigation check points will be tailor-made for your organization according to your business nature and the services your organization require. After the execution of the visits, a detailed report (click here to access Demo Report) on your staff's conformity will be ready for you. The report can be accessed online for your easiest reference.

Data Collection Different kinds of tools can be employed for data collection: a) Paper-based reporting: During the C-Rating visits, our shoppers would track all the investigation areas and record the details afterwards upon finishing the visit. b) PDA: A personal digital assistant (PDA), installed with designed check points, will be provided for each shopper for recording the course in real time. c) Audio Device: Audio devices, e.g. mp3, can be used for mystery telephone calls. d) Mini spy camera / Mobile phone camera: These devices will be concealed in shopper's wear for reporting staff's conformity in a visual manner.

Regulations for Audio / Video Recording:

• Objectives and intended use of the results should be made clear to your staff.
• Names of staff members or identities through video, tape etc can be revealed as long as appropriate communication to this effect has been given and providing it is in accordance with laws and regulations in Hong Kong and China.
• Where videos and tape recordings of individuals are held, as much information as possible about the future use of the data should be given to your staff.
• To protect the individuals, restrictions on the future use of the data must be included in either the terms and conditions, or the contract between your organization and Consumer Search.