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Mystery shopping by Service Solutions
 

Mystery shopping by Service Solutions

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This presentation details how mystery shopping can help an organization in various ways. Conducted by Service Solutions, a niche firm involved in Customer Experience Enhancement across industries ...

This presentation details how mystery shopping can help an organization in various ways. Conducted by Service Solutions, a niche firm involved in Customer Experience Enhancement across industries (Banking, Telecom, Hospitality, Heathcare, Retail, Financial Services,BPOs)

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    Mystery shopping by Service Solutions Mystery shopping by Service Solutions Presentation Transcript

    • Customer Experience Measurement
    • What Is Mystery Shopping?
      Mystery Shopping is the practice of using trained
      shoppersto anonymously evaluate :
      Customer Experience
      Operational Efficacy
      Employee integrity
      Merchandising
      Service / Product quality
    • What Is Mystery Shopping?
      Other names for Mystery Shopping :
      Tele Checks
      Virtual Customers
      Anonymous Audits
      Secret Shopping
      Surprise Evaluations
      Mystery Customers
      Spotters
    • Why Use Mystery Shopping?
      When location, pricing, and product assortment are no longer unique, service is often the key to success or failure
      It costs much more to get a new customer than to keep an existing one
      One unhappy customer will tell 5 other people of their bad experience with service
    • Driving
      Exteriors
      Standardization
      Infrastructure
      Interiors
      Display
      Overall Experience
      Product
      Value for money
      Soft Skills
      Services
      Sales Skills
      Service Experience
      Turn Around Time
    • Why Use Mystery Shopping?
      In short……
      “Inspect
      What
      You
      Expect”
    • Trained shoppers to anonymously evaluate :
      Customer Experience
      Softer elements like overall environment, selling skills, body language
      Feedback through:
      Benchmarking,
      Focussed Groups & Mystery Audits for
      Self, Competition &
      Best In class
      Defining end to end customer touch point and auditing each interaction for compliance and further improvement
      Trained shoppers to anonymously evaluate:
      Operational Efficacy
      Employee integrity
      Merchandising
      Auditing interaction quality & customer experience at IVR, SMS, Website, Written communication (Email, letter & fax)
      Training & Workshop
      Process Optimization
      Process Audits
    • Interaction Audit
      Call Listening
      Mystery Calls
      Customer Feedback
      System Check for loop closure
      Audit Result
      Key Advantages
      Sanity Check: “Inspecting” what you are “Expecting”
      Regular Feedback: Ensures similar experience every time to the customers
      Training : Clearly highlights training needs
      Reporting of observations
      Suggest actionables
      Suggest training & quality improvement
      modules
    • What Are The Benefits of a Mystery Shopping Program?
      Monitors and measures service performance
      Improves customer retention
      Makes employees aware of what is important in serving customers
      Reinforces positive employee/management actions with incentive-based reward systems
      Provides feedback from front line operations
      Monitors facility conditions - asset protection
      Ensures product/service delivery quality
      Supports promotional programs
      Audits pricing & merchandising compliance
      Allows for competitive analyses
      Compliments marketing research data
      Identifies training needs and sales opportunities
      Educational tool for training & development
      Ensures positive customer relationships on the front line
      Enforces employee integrity
    • Who Uses Mystery Shopping?
      Any business/organization that needs to monitor it’s operations, facilities,
      product delivery and service performance
      Banks
      Retailers
      Telecom
      Call Centers
      E-Commerce services
      Government agencies
      Hospitals
      Manufacturers
      Franchise operations
      Promotions agencies
      Automobile Workshops
      Hotels
      Restaurants
      Movie Theatres
      Recreation parks
      Transportation systems
      Fitness/health centers
      Property management firms
      Freight/courier services
      And many more……
    • Mystery Shopping Methods
      In person/on-site
      Telephone
      E-Commerce web site
      Hidden video/audio recording
      Full narrative shopping (qualitative)
      Checklist shopping (quantitative)
      Purchase & return
    • How Mystery Shopping Happens?
      Step 1: Setting Objectives & Goals
      Step 2: Program & Questionnaire Design
      Step 3: Defining & Recruiting Shoppers
      Step 4: Data Collection
      Step 5: Data Preparation
      Step 6: Reporting
      Step 7: Review Findings and Repeat steps 3-7.
    • Contact us :
      Vijay Jassal
      vijay@servicesolutions.co.in
      +91-9811318202
      www.servicesolutions.co.in