Mystery clients for retail outlets and retail chains.
Undercover visits to retail outlets and service networks.
Let’s start with the experience.
We observe what actually happens at a point of sale: from the initial welcome to listening to the customer’s needs, right through to making a proposal and concluding the experience.
- Staff hospitality and helpfulness
- Attentiveness, expertise and clarity of information
- Presentation of the offer and handling of objections
- Compliance with service standards and layout
Who it is useful for
Retail, large-scale retail, franchising, dealerships, customer service, service counters and agency networks.
The outcome for management
An overview of the behaviours observed and the differences between outlets, with findings and recommendations for improvements to organisation, service and training.
Checklists, indicators and reporting procedures are defined within the project. The data is checked by staff prior to analysis.
From the mystery shopper to point-of-sale comparisons.
In the retail, large-scale retail and franchising sectors, the mystery client assesses how standards translate into the shopping experience. The scenario may begin with a request for information and continue with the presentation of the offer, the handling of an objection or a purchase, where applicable.
Which aspects of the retail outlet are assessed?
The checklist may include welcome, listening to needs, competence, clarity of information and adherence to standards. The questions distinguish between what the assessor has observed and their interpretations: the score must be able to be read alongside the evidence.
How do shops and branches within a chain compare?
Common criteria and scenarios consistent with the various contexts are defined. The results are interpreted by taking into account the number of visits and the conditions observed, without treating a single survey as a judgement on the entire site.
How are the results used in training?
The observations help to identify behaviours to reinforce and areas to explore further with staff. A subsequent round of surveys can assess the same aspects and allow for comparison over time.
Let’s discuss your project.
Which aspects of the service would you like to understand better? Let’s start with your objectives to define an assessment programme that will benefit your organisation.