All Infotel shoppers are trained to meet our universal objectives:

Professionalism and quality are Job #1.
Timeliness of reports.
Confidentiality.
Accuracy of reporting. 
Thorough information and feedback.
Shopper chameleon quality – fitting into a client’s culture.

The training process begins with the Team Leader assigned to a client’s shopping program. The Team Leader outlines the assignment specifications, including client objectives, and compiles the Field Instruction Packet, which is forwarded to assigned shoppers.

Field Instruction Packet includes:

Client business profile.
Culture, philosophy and spirit of the business.
Customer type and existing service expectations.
Visit requirements.
Time, date and reporting instructions.
Confidentiality confirmation.

A Field Coordinator contacts the shopper to confirm and review the Field Instruction Packet. Also, the coordinator screens the shopper for any conflicts of interest to guarantee unbiased reporting.

Field Coordinator schedules assignment:

Shopper assignment is confirmed.
Detailed instruction plan and Questionnaire is sent to shopper.
Shopper receives information and contacts Field Coordinator to review.
Questions or clarifications for the assignment are discussed.
Reporting deadlines are assigned.

Once the assignment is complete, the report is routed to the Quality Control department for a Quality Assurance Review and then forwarded to Report Tabulation and Results Management.