6. SERVICE QUALITY TOOL In this section, its is required that a well-justified discussion is provided on the importance of a service quality assessment to the SDS and customer experience of an organisation and how the findings aid in the continual improvement to the customer experience. It is also necessary that this discussion highlights where the questions were sourced for mystery shop survey and how it was undertaken by the team. Prior to writing this section, your team will need to develop a customised mystery shopper survey for your service organisation. Once complete and approved by the course coordinator, each member of the team is to perform the mystery shop using the teams developed survey. It is vital that the surveys are not undertaken as a group at the same time; rather it is advised that group members complete the survey at varied times to ensure that an unbiased assessment of the service is achieved