Customer Experience Audit in Furniture & Home Decor Stores

Summary
1. INTRODUCTION
Total Solutions Group invites quotations from qualified vendors for a Mystery Shopping project at retail stores of a premium Furniture & Home Décor brand. Purchases are required (to be returned within the allowed timeframe but not on the same day).

2. PROJECT OVERVIEW
Type: Mystery Shopping (with Purchase & Return)
Industry: Retail – Furniture & Home Décor
Focus Areas: Customer service, visual merchandising, POS experience, store ambiance
Start Date: June 2025
Duration: 12 months
Conditions: Visits during operating hours (excluding first/last hour). Check store website before visiting.
Languages: English + local (agency to translate if needed)

3. LOCATIONS
UAE
QATAR
KUWAIT
OMAN
BAHRAIN
KSA
Full visit counts to be shared separately.

4. AUDITOR PROFILE
Age: 25+
Profession: Business owner / White-collar / Sr. executive
Education: Bachelor 's+
Income: AED 15,000+
Shopping Behavior: Regular home & living buyer, spent AED 2,000+ in last 6 months
Experience: Mystery audits preferred; home décor/furniture exp. a plus
Skills: Observational accuracy, structured reporting, discretion
Tech Access: Smartphone/laptop
Language: English; Arabic preferred

5. AUDIT TYPES & REPORTING
a. Retail Audits (with Return): Store experience + refund process
b. High-Value Furniture Audits (with Return): Furniture consultation + return
c. E-Commerce Audits (with Return): Online order, delivery, and refund
d. Click & Collect (with Return): Order online, store pickup, then return

Questionnaire: 60-80 questions, open comments, photos
Photos: Exterior, POS, layout, till
Language: English (Arabic optional)
Deadline: 2 working days post-visit

6. BRIEFING & PROOF
Briefing: Via Shopmetrics in English
Proof: Photos (geotagged), full audio recording of visit

7. QUALITY CONTROL
Initial QC: Yourself
Final QC: Total Solutions Group

8. COSTING FORMAT
Currency: USD (all-inclusive)
Note: Subcontracting is not allowed. Quote only for countries with your direct presence.

9. DELIVERABLES CHECKLIST
✅ Visit on assigned date
✅ Questionnaire on Shopmetrics
✅ Photo uploads
✅ English comments
✅ Local QC before submission
✅ Submitted within 4 working days

Please include:
Country-wise pricing in USD
Clarifications or assumptions (if any)
Confirmation of direct team presence in each country
Confirmation of translation + QC ability