Mystery shopping

The goal of the mystery shopping is to give:

·        Objective estimation to the company’s service and sales activities through the eyes of the client

·        Suggestions to make service and sales activities more effective 

·        Compare the customer's service-level with its direct competitor

Content of the work

1.            Together with the customer, consultants decide which workers will be evaluated, what precisely will be evaluated, and how often the observations will occur. 

Areas of evaluation:

• Eye-to-eye counter service
• Phone service
• Customer visits
• General correspondence (including e-mails), orders, complaint-handling, etc.

2.            According to the customer’s wishes, the following aspects can be evaluated:

• speed of service and adherence to promises/ deadlines
• efficiency, courtesy, and friendliness of the service
• ability to diagnose the customer’s problem(s) and offer appropriate solutions
• level of effort extended in actively selling and providing full-service

Process:

1.                  Clarification of the client’s expectations and development of the questionnaire

2.                  Making check-purchases

3.                  Compilation and presentation of the report

Result

The customer gets an objective and up-to-date overview of the company’s activity in the service and sales process from the point of view of a selective client.

Written report is presented to the customer with verbal commentary and becomes a practical working-tool for future employee development.

Appendices depend on Customer’s wishes:

• Analysis of customer-service documents (service-standards, training, working instructions, surveys, etc.)
• Evaluation of the attendants according to the company standards
• General estimation of the company’s service and sales activity
• Comparison with competitors