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Performance Driven

Stagecoach logoMYSTERY SHOPPING

Objectives

  • Travel each month on various bus routes within specific areas of the country
  • To score various aspects of each journey and the overall customer experience whilst travelling.

This is an ongoing activity, which has been carried out by MSF mystery shoppers for over 4 years.

Mechanics

Mystery Shoppers were to observe the following whilst on each bus:

  • The bus arriving within the scheduled time allowance
  • Driver’s appearance and helpfulness/friendliness
  • Comfort of ride
  • Cleanliness of bus and bus stops
  • Correct ticket type issued
  • Service information correct and up to date
  • Condition of vehicle
  • Driver concentration

Results – 88% Average passed
Each section of the Mystery Shop given an individual score, overall performance percentage was given to each area visited.
Data analysed monthly and fed back to the client in order to highlight stronger areas vs focus areas within their team.
Quarterly comparison reports compiled in order that consistent performance issues or improvements can be identified and addressed.
Compliance rates contribute to the bonus and appraisal scheme of the company’s bus drivers.

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I have worked for MSF since 1999 and have enjoyed the last 10 years enormously. The variation of products promoted, the different members of staff I’ve met in various store groups and the excellent support I get from the MSF Team have all gone to making each new activity challenging, exciting and fulfilling.

Tina Dixon
Field Team member

Responsive, pro-active, cost effective and very easy to work with – combined with a mutual sense of determination and good humour, these are the reasons we regard MSF as a key partner in offering our clients excellent service.

HRG