Dressed for Success
MYSTERY 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.
