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MYSTERY SHOPPING


The research into the quality of service using the Mystery Shopping/Secret client method, concentrates both on the objective and the subjective assessment of the client’s involvement into the contact with a client, with the use of participatory observation.

That method is used for inspecting and assessing all the parameters of the sales path, and additionally, in the overt version, it performs well during verification of compliance with standards of such elements as merchandising, cleanliness or dress code.

Thanks to the consolidation of the results of the quantitative and qualitative tests, we obtain specific signals concerning on which stage of client service the errors are made, and in which moment we should react by introducing a suitable repair program.

Each research cycle is completed with a summary report including the information necessary for selecting the correct pathway of changes in the employee – client relations. Depending on the specific data and advancement of analyses, the reports are prepared in two forms – Basic or Advance


An example of using the Mystery Shopping method

  • testing the quality of work of employees
  • verifying the negative signals from outside
  • testing the subject-matter knowledge and the sales skills of an employee
  • inspecting the compliance with the standards of service or inspecting the knowledge obtained from trainings
  • competitions for employees or commercial partners
  • assessment of the honest of employees towards the client and the employer
  • researching competition in the sector
  • inspecting the correctness of exhibition, cleanliness of the unit, dress code of the employees


Advantages of the Mystery Shopping Tests

  • The possibility to analyze in real time the actual condition of client service, in comparison with the condition assumed by the firm’s standards, which largely affects the improvement of the firm’s image.
  • The verification of all the stages of the sales path, from greeting some to handling complaints or returns of products, which translates into the satisfaction and loyalty of clients towards the firm
  • The reception of a complete, cohesive image of service quality – the measurements are objective thanks to the questions in the appraisal questionnaire, as well as subjective thanks to the option of auditor’s comments or suggestions
  • The test is performed in the natural work environment of client advisor, and so the result is not encumbered with errors
  • During the campaign, the employee is not able to assess which one of the clients is the auditor, so the service quality in the unit rises and is maintained irrespective of whether the actual test is conducted

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