The Mystery Shop Assignment module allows administrators to schedule and manage mystery evaluations for different service areas or departments.

 

1. On the Dashboard landing page, click the “QUALIFY” button to proceed.

 

2. Go to the Mystery Shop tab and select Assign Mystery Shop.

 

3. Use the filter to select the desired Assessment Period you want to extend, then click Apply.

 

4. Click the three dots (as shown by the arrow) to reveal the Edit and Delete options.

 

5. Select Edit, update the End Date, and then click Save.

 

 

If you need further assistance, please send an email to helpdesk@q-tx.com

Creating a new Question Category helps organize questions into specific groups, making assessments more structured and easier to manage.

 

 

1. On the Qualify Dashboard landing page, click the Settings icon located at the top right corner of your screen, then select “Manage Locations” from the dropdown menu.

 

 

2. The system will automatically direct you to the “Location” tab.

 

 

3. Click on the “Question Category” tab to view and manage existing categories.

 

 

4. Click “Add New” to start creating a new Question Category.

 

 

5. The user can start creating or adding a new “Question Category”, then click “Create” to save.

 

 

If you need further assistance, please send an email to helpdesk@q-tx.com

Adding new Competencies and Sub-Competencies is essential for maintaining a clear and structured evaluation framework. Each Competency represents a key area of performance or skill, while Sub-Competencies provide detailed breakdowns to ensure specific expectations are assessed accurately.

 

 

1. On the Qualify Dashboard landing page, click the Settings icon located at the top right corner of your screen, then select “Manage Locations” from the dropdown menu.

 

 

2. The system will automatically direct you to the “Location” tab.

 

 

3. Click on the “Competency” tab to view the list of existing Competencies, Sub-Competencies, and their corresponding Codes.

 

 

4. Click “Add New” to begin creating a new Competency or Sub-Competency.

 

 

5. The user can start creating or adding a new Competency and Sub-Competency, then click “Create” to save.

 

 

 

If you need further assistance, please send an email to helpdesk@q-tx.com

To enable an Inspector to carry out an assessment, a Group User must assign access to the Inspector for the relevant Location, Section, Department, and Assessment. It is also important to specify the assessment period for effective monitoring. There is no limit to the number of mystery shops that can be conducted.

 

1. On the Dashboard landing page, click the “QUALIFY” button to proceed.

 

2. Click on “Assign Mystery Shop” under the “Mystery Shop” section, then select the “CREATE MYSTERY SHOP” button to begin.

 

3. To assign an assessment in the QTX Qualify module, go to Mystery Shop > Assign Mystery Shop, then fill out the form as shown. Select the Location Name and Inspector Name from the dropdown menus. If needed, check the Send Email Notification box to alert the inspector via email. Next, choose or create the Assessment Period.

 

4. Once all fields are completed, click Assign to finalize the assignment.

 

 

If you need further assistance, please send an email to helpdesk@q-tx.com

This report provides a summary of key features related to the department’s performance, offering management a concise overview without the need to review each individual report in detail.

 

1. On the Dashboard landing page, click the “QUALIFY” button to proceed

 

2. Click on the ‘Executive Summary’ button under the ‘Reports’ section, then complete the required details using the available filters.

 

3. This Image displays key competency metrics such as Customer Service and Professionalism, along with a Performance Summary chart that visually compares overall performance scores, such as Hotel Services. This section provides a quick and clear overview of team and department performance.

 

4. The chart indicates that 57% of the questions were achieved, 43% were not achieved, and 0% were marked as N/A. This summary helps users quickly assess performance outcomes. Below the chart, there’s a section labeled Summary Comments where detailed observations or feedback can be added.

 

 

If you need further assistance, please send an email to helpdesk@q-tx.com

Mystery Shoppers evaluate the department’s service performance based on standard criteria, providing valuable insights into how customers perceive the company. This feedback helps identify areas for improvement. Group Users have the ability to edit the report, allowing them to manage and refine the assessment details as needed.

 

1. On the Dashboard landing page, click the “QUALIFY” button to proceed.

 

2. Click on the “Encounter” button located on the left-side menu. Once the page opens, fill in the required details in the Filters section to narrow down and view specific assessment results or encounter records.

 

3. The Overall Score will be displayed as a percentage based on the selected Assessment Period, providing a clear summary of performance during that specific timeframe.

 

4. Click on “Assessment Periods” to display the available assessment names associated with that period, as shown in the example below. This allows users to select and view specific assessments conducted within the chosen timeframe.

 

5. Click on the Assessment Name to open and view the Encounter Report. The report will be displayed in its default view, showing key details such as inspector comments, scores, and assessment criteria.

 

6. Users can view the Encounter Report organized by Competency for a more structured analysis. Simply click on “VIEW BY COMPETENCY”, and the report will automatically display the results grouped under each specific competency category.

 

7. Click on the “Edit” icon to make changes to the Encounter Report. This function allows authorized users to update report details, ensuring accuracy and completeness of the assessment data.

 

8. The user can directly edit the Overall Comment by typing in the provided text box and can also upload or replace the Overall Comment Attachment as needed. This feature ensures that final observations and supporting documents can be updated efficiently.

 

9. The Assessment Date and Time fields are editable, allowing users to update or correct the start and end dates and times of the assessment to reflect the actual period it was conducted.

 

10. Answer “YES” or “NO,” and the score can be adjusted. The user may also fill in or edit the “Commentary” box and upload a file if needed.

 

11. Click on the “Finish” button to save all changes made to the assessment.

 

 

If you need further assistance, please send an email to helpdesk@q-tx.com

Mystery Shoppers assess the department’s service performance based on standard criteria. Their feedback helps identify areas for improvement by providing insight into how customers perceive the company.

 

1. On the Dashboard landing page, click the “QUALIFY” button to proceed.

 

2. Click on the “Encounter” button located on the left-side menu. Once the page opens, fill in the required details in the Filters section to narrow down and view specific assessment results or encounter records.

 

3. The Overall Score will be displayed as a percentage based on the selected Assessment Period, providing a clear summary of performance during that specific timeframe.

 

4. Click on Assessment Period to display the available “Assessment Names” associated with that period, as shown in the example below.

 

5. Click on the Assessment Name to open and view the Encounter Report. The report will be displayed in its Default view, showing key details such as inspector comments, scores, and assessment criteria.

 

6. Users can view the Encounter Report organized by Competency for a more structured analysis. Simply click on “VIEW BY COMPETENCY”, and the report will automatically display the results grouped under each specific competency category.

 

 

If you need further assistance, please send an email to helpdesk@q-tx.com

Viewing the Top 10 Missed or Achieved Standards provides valuable insights for management, highlighting which departments consistently meet expectations and which require improvement. This allows for targeted performance optimization, ultimately contributing to better operational outcomes. Understanding when to strictly enforce standards and when flexibility is appropriate is essential to maintaining both efficiency and guest satisfaction.

 

1. On the Dashboard landing page, click the “QUALIFY” button to proceed.

 

2. Fill out the required details in the Filters section, such as Location, Department, Section, and Assessment, to generate a focused and accurate report based on your selection criteria.

 

3. On the same page, scroll down to view the Top 10 Missed Standards and Top 10 Achieved Standards. Hover your cursor over any line on the graph to see detailed information, including the specific standard and its corresponding score.

 

 

If you need further assistance, please send an email to helpdesk@q-tx.com

The QTX Platform is tailored for hotels to create cost-effective, results-driven mystery shopping programs that align with their specific operational needs. Each report is purpose-built for hotel environments, enabling teams to quickly identify and address recurring issues to enhance service quality and operational efficiency.

 

1. On the Dashboard landing page, click the “QUALIFY” button to proceed.

 

2. Fill out the required details in the Filters section, such as Location, Department, Section, and Assessment, to generate a focused and accurate report based on your selection criteria.

 

3. On the same page, scroll down to view the reports. The Competency Report displays percentage scores categorized by Competency. Any score below 80% will appear as a yellow graph line, making it easy to identify areas needing improvement.

 

4. The Latest Results section displays the most recent score for the selected Location. Hover your cursor over the bars on the graph to view the exact percentage score.

 

5. You can view the Top 10 Missed Standards and Top 10 Achieved Standards, each displayed with their corresponding scores to help identify areas of improvement and success.

 

 

If you need further assistance, please send an email to helpdesk@q-tx.com

An assessment is a type of questionnaire used to evaluate the quality or nature of a product or person. It plays an important role as these questionnaires serve as the main standard service of each section.

 

1. On the Dashboard landing page, click the “QUALIFY” button to proceed.

 

2. Click the “Mystery Shop” button, then select “Builder”. From there, choose the relevant information from the selection lists to apply the appropriate filters for your assessment setup.

 

3. Click on any Assessment listed to view its details.

 

4. Let us take Reservation Service as an example to view how the assessment is displayed.

 

5. Below is the Reservation Service Assessment, which outlines the related Competency (Customer Service) and Subcompetency (Courtesy & Manners). Each Standard within the assessment is rated on a scale from 1 to 3. You can navigate through the assessment pages by clicking “NEXT” or “PREV.” Additionally, if needed, you can deactivate a specific standard by toggling the blue icon indicated by the arrow.

 

6. To complete the question setup in the QTX Builder, make sure to fill in the fields indicated by the red arrows and box. Enter a placeholder (brief instruction or sample response) and a question guide (detailed explanation or criteria). Then, from the dropdown marked with the red box, select the appropriate category that aligns with the question content. These fields help organize and guide the assessment effectively. If a new question needs to be inserted—changing the current order of questions—the user must submit a new set of assessments. Our team will handle the updates to ensure that the historical data of previous assessments remains intact.

 

 

If you need further assistance, please send an email to helpdesk@q-tx.com

This report is important because it allows users to directly access the Inspector’s feedback and experience. It also enables Group Users to monitor the status of assigned assessments, indicating whether they have been started or completed.

 

1. On the Dashboard landing page, click the “QUALIFY” button to proceed.

 

2. Click the “Mystery Shop” button, then select “Assign Mystery Shop.” After that, choose the appropriate Assessment Period to view the related assignments.

 

3. In the Assign Mystery Shop section, each assessment is displayed in a table format. The columns highlighted in the red boxes show the Status (e.g., Completed) and Publish/Unpublish toggle.

 

4. If the Action toggle is blue, it means the assessment is currently inactive and visible to the Encounter Report.

 

5. To edit an Encounter Report, simply find the report you want on the list, then click the blue VIEW button on the right side. This will open the report where you can make your edits.

 

6. The Assessment Report will be displayed. Click “VIEW BY COMPETENCY” to see the full details categorized by competency at the bottom of the report. To return to the list of Assessments, simply click the “back” arrow button.

 

7. Below is a sample of an Assessment. In the “Attached Files” section, you can view any supporting attachments such as images or documents, if available.

 

8. To delete an assessment, simply check the small box next to the assessment you want to remove, then click the “DELETE” button to confirm the action.

 

 

If you need further assistance, please send an email to helpdesk@q-tx.com

This displays the total number and percentage of missed standards, categorized by Competency, helping to identify areas needing improvement.

 

1. On the Dashboard landing page, click the “QUALIFY” button to proceed.

 

2. Click the “Reports” button from the navigation menu, then select “Competency” to view performance data.

 

3. Click on the “Missed Standards” tab, then select the relevant filters from the available options. From here, you will be able to see the number of Missed Standards based on the selected criteria.

 

4. The report will display the missed standards categorized by Competency, showing both the number of missed items and their corresponding percentage. This helps identify specific areas needing improvement.

 

5. Click any of the Competency Names to display a detailed list of the missed standards under that specific competency, as shown in the example below. This allows users to pinpoint which standards were not met.

 

 

If you need further assistance, please send an email to helpdesk@q-tx.com

Each standard reflects a category of inspector feedback/experience, known as a Competency and Subcompetency/Segment. This report presents the details of the Competency Report by location, section, and department. Classifying the information accordingly will make it easier for the user to understand overall performance.

 

1. On the Dashboard landing page, click the “QUALIFY” button to proceed.

 

2. To access the Competency Report, start by clicking the “Reports” button located on the main navigation menu. From the dropdown options that appear, select “Competency” to view the detailed report related to inspector feedback and performance metrics.

 

3. Ensure that you are on the “Overall” tab before proceeding. From there, use the selection list to filter and choose the relevant information you wish to view.

 

4. The Overall Competency Report will be displayed as a graph. To view the percentage score for each category, simply point your cursor at the specific graph bars.

 

5. Click the “Arrow” button to show or hide the Competency list. Then, click on the colored box items within the list to view the corresponding Subcompetency or Segment name, if available.

 

6. Below is the Overall Competency Segment Report, which provides a breakdown of performance across various segments.

 

7. Click the “VIEW SCORE” button to display the scores categorized by Competency and Competency Segment Name.

 

8. From here, you can view the Competency Name, Competency Segment Name, and their corresponding scores.

 

If you need further assistance, please send an email to helpdesk@q-tx.com

This displays the number and percentage of missed standards for a department and/or section, based on the selected Assessment Name.

 

1. On the Dashboard landing page, click the “QUALIFY” button to proceed.

 

2. Click the “Reports” button, then select “Performance” from the dropdown menu to proceed.

 

3. Click the “Missed Standards” tab to access the relevant section. Then, use the selection list to filter and choose the specific information you want to view.

 

4. The report will display the missed standards by number and percentage, based on the selected Assessment Name.

 

5. Click on any Assessment Name, and the list of missed standards will be displayed as shown below.

 

 

If you need further assistance, please send an email to helpdesk@q-tx.com

This displays a summary of the questions that have been achieved and not achieved by the department. The percentage score is presented in both pie chart and table formats.

 

1. On the Dashboard landing page, click the “QUALIFY” button to proceed.

 

2. Click on the “Reports” button, then select “Performance”.

 

3. Click the “Question Assessed” Tab. Then, use the selection list to filter and choose the specific information you want to view.

 

4. The system will display a summary of the assessed questions as a percentage, shown in a pie chart.

 

5. This table helps provide a clear overview of how each department performed in their assessments. By showing the percentage of Achieved, Not Achieved, and N/A responses, it allows users to quickly identify strengths and areas for improvement.

The N/A (Not Applicable) score is important because it indicates questions that were not relevant to the specific department or situation. These are excluded from the final performance calculation to ensure the score accurately reflects only the applicable criteria. This prevents departments from being unfairly scored on items outside their scope of responsibility.

 

 

If you need further assistance, please send an email to helpdesk@q-tx.com

The Performance Report enables management to provide positive feedback and identify areas for improvement. It also allows departments to review results collaboratively and develop action plans to enhance skills and performance.

 

1. On the Dashboard landing page, click the “QUALIFY” button to proceed.

 

2. Click on the “Reports” button, then select “Performance”.

 

3. The system will redirect you to the ‘Overall’ tab. From there, select the relevant information from the dropdown list to apply filters.

 

4. The Overall Performance score is displayed as a percentage and shown in a graph format. Hover your cursor over a bar in the graph to view the exact Overall score.

 

 

If you need further assistance, please send an email to helpdesk@q-tx.com

Displaying the Overall Score as a percentage helps determine the department’s achievements during a specific assessment period. The inspector evaluates the department’s service performance based on standardized rating scales.

 

1. On the Dashboard landing page, click the “QUALIFY” button to proceed.

 

2. Click the ‘Encounter’ button, then select the relevant information to apply filters.

 

3. The Overall Score is displayed as a percentage based on the selected assessment period.

 

 

If you need further assistance, please send an email to helpdesk@q-tx.com

Location refers to the specific property or hotel where the tailor-made mystery shopping assessment takes place. This is the physical site selected to evaluate how well the service delivery aligns with brand standards and expectations. Each location is assessed individually to ensure the accuracy and relevance of the findings, helping management understand performance at the property level and identify opportunities for improvement.

 

1. On the Dashboard landing page, click the “QUALIFY” button to proceed.

 

2. Click the settings icon in the top-right corner, then select ‘Manage Locations’.

 

3. The system will navigate to the ‘Location’ tab, where a list of Locations, Sections, and Departments will be displayed as shown below.

 

 

If you need further assistance, please send an email to helpdesk@q-tx.com

Each standard represents a specific category of the guest experience, referred to as a Competency or Subcompetency. These categories help organize the evaluation criteria into meaningful segments. By grouping standards under competencies, the assessment provides a structured view of performance, making it easier to identify strengths and areas for improvement within each aspect of the guest journey.

 

1. On the Dashboard landing page, click the “QUALIFY” button to proceed.

 

2. Click the settings icon in the top-right corner, then select ‘Manage Locations’.

 

3. Click the ‘Competency’ tab to view the list of Competencies along with their corresponding Subcompetencies and Codes.

 

4. You can change the language setting of the competency details, if another language is available. Additionally, you can upload data from an Excel file and view the total number of entries.

 

 

If you need further assistance, please send an email to helpdesk@q-tx.com