Mystery Shopping Service
How are you being served? We offer a service whereby we can visit your premises and rate the level of service offered to your customers.
We complete a bespoke questionnaire to suit your customer needs by drawing up a suitable list of questions that will assist you to ensure that your staff are meeting excellence in service.
Businesses today realise that customer complaints are the best way of learning and cannot be ignored but used as a valuable source of information.
Our typical mystery shopping survey might include:
Mystery Shopper
- What was the length of time taken to meet and greet the mystery shopper – how was the Mystery Shopper approached? Was it within a set timeframe – did the staff member make initial eye contact?
- Did the store layout appeal to the Mystery Shopper was it easy to navigate?
- Did the Mystery Shopper feel welcomed as a customer? First impressions stay with us.
- Did the staff member wear an appropriate uniform and were they easy to identify? Did they stand out clearly as members of staff?
- What was the speed of greeting and the efficiency of service?
- Was the Mystery Shopper asked the appropriate questions by the employee to assist them to find a suitable product? What was the level of staff knowledge and competency related to the products they were selling?
- What methods did the staff member use to approach the Mystery Shopper as a customer?
- Did they recognise the Mystery Shopper as a regular shopper on their premises?
- How well the store staff understood and met the customer’s needs?
- What was the sales technique used and the method by the employee to deal with the sale?
- How was the close of the sale approached and what after sales service was I offered if the goods are not to my overall satisfaction as the end user.
- Overall how does the Mystery Shopper rate the experience of the service received?
- The overall shopping experience based on the points above and other considerations.
