How often do the same evaluators visit my stores?

When do the evaluators visit the stores?

What food do they purchase?

Who owns the video shops?

How long does Human Touch Consulting Group keep the video shops?

How are the products shipped?

Do the video cameras used have any limitations?

What happens if a video shop has bad quality?

How and when are the services billed?

What are my responsibilities as a client?

How often do the same evaluators visit my stores?
Evaluators that conduct the video shops are employees of Human Touch Consulting Group and specially trained to conduct the Hidden Video Mystery Shops. The evaluators travel around the country to conduct the Hidden Video Mystery Shops and each evaluator is scheduled to only visit your stores once every 6 months.

When do the evaluators visit the stores?
The video shops take place randomly during store opening hours, 7 days a week. The order or sequence of the visits varies from one evaluation to another to avoid visiting the same location at the same time of day, two evaluations in a row.

What food do they purchase?
Food purchases are selected off the main menu and are varied from one store to the next. This is done to give a better overview of menu items and service as well as better conceal our evaluators.

Who owns the video shops?
Video Shops are the sole property of the client and will not be shared with any other entity unless by a direct request by the client.

How long does Human Touch Consulting Group keep the video shops?
3 day clause.

How are the products shipped?
All products that are sent to the client will be shipped by FedEx, 2nd day service at the clients expense.

Do the video cameras used have any limitations?
The cameras used to video record are miniature cameras concealed on the person of the shopper. Due to the nature of the cameras they are not designed to spot detailed cleanliness issues. Due to privacy restrictions the shoppers will not record in the restrooms.

What happens if a video shop has bad quality?
Human Touch Consulting employs leading edge, digital technology and video equipment such as cameras, concealable lenses, audio recording devises, and computer equipment and software to capture, edit and produce the products for our clients. However, due to the nature of the equipment, and digital recordings "digital glitches" will occur from time to time causing audio or video interferences. These "digital glitches" may cause portions of visits or possibly an entire visit to be effected and the video clip to be lost. If these glitches happen while conducting the evaluation the Customer Service Evaluator can simply repeat the evaluation at that store while visiting the area, however should the glitch occur during the editing or post production process, Human Touch Consulting Group is unable to repeat the visit to the affected store and that store will be eliminated from the evaluation. Should a glitch go undetected and a client receive a DVD with a glitch effecting either the audio or video quality of the product, Human Touch will reproduce the DVD upon being notified and send a replacement by FedEx, 2nd day at no cost to the client.

How and when are the services billed?
Invoices are sent out to the client by email once the video evaluation has been completed and the video shops have been posted on the Internet and the client notified and sent the email with the user name and password. Invoices are due upon receipt.

What are my responsibilities as a client?
Should there be a change in the client store locations the client should notify Human Touch Consulting as soon as possible about the change. Should Human Touch not receive such a notice and visit a store that has been closed the client will be billed a full charge for that store.