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Dressed for Success

crew clothing logoMYSTERY SHOPPING

Objective

  • Visit branches of the clothing chain on a monthly basis to assess various aspects of the customer service offered.
  • Rapid Online Reporting (ROR) utilised for this activity, allowing real time access to results.

Mechanics

Mystery Shoppers were to observe the following whilst in each store:

  • Welcome / greeting
  • Customer care
  • Staff selling skills
  • Store atmosphere / cleanliness
  • Purchase experience
  • Overall customer satisfaction

Results – 100% Outlets Mystery Shopped

Each section of the Mystery Shop was given an individual score given to each section of the Mystery Shop; overall performance percentage was given to each store.
Any issues highlighted to client and problems addressed.
Vast improvement of customer service was experienced in all stores after two cycles.

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My 12 years working for MSF have been a pleasure

Sheila Holt
Field Team member

MSF are ultra organised and a credit to the Retailer

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