Face Off Bulgaria - The Mystery Shopping Company

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This presentation details the steps taken to develop a new Mystery Shopping Business in Europe, as well as the challenges faced during the process.
It includes an explanation of specific strategies being implemented to improve value to clients and increase profit, as well as of some plans for future development.

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  • I’ll be the first specialised MS provider in Bulgaria
    With my Croatian partner, leader on their market, I will automatically receive MSPA membership and some clients to start with
    I can profit from Mystery Shopping with prices around 60-70 EUR per visit
    I will be able to influence and increase the level of customer service in Bulgaria
  • Very soon everybody started offering MS – BMSA!?!
    Price dumping
    Still had to wait for 2 years in business to enter the MSPA and gain competitive advantage
    Very low understanding and appreciation of this new marketing tool
  • Our special guest Mr. Mark Michelson spoke about the benefits of MS and most importantly – focused the attention on cooperating with local specialised agencies such as Face Off, who are fresh, innovative and flexible.
  • Sponsor to PROGRESSIVE Magazine’s First Retail Conference, with major players on the market participating
    Our materials reached 200 specialists from the industry; each company was offered a free mystery visit
    Company logo and banner in all conference materials and on-line newsletter
    Articles in the magazine
    Already got our first requests
  • Young and innovative team
    Flexible in their bulk packages, competitive prices
    Very up-to-date technology, enabling costs and time cutting, as well as additional surveys
    Aiding smaller companies in their growth
  • Face Off Bulgaria - The Mystery Shopping Company

    1. 1. Profiting in Developing Countries - AProfiting in Developing Countries - A European case studyEuropean case study Presented byPresented by Eva Parvanova, Owner/ CEOEva Parvanova, Owner/ CEO Face Off Bulgaria – The Mystery Shopping CompanyFace Off Bulgaria – The Mystery Shopping Company 66thth Annual MSPA AP ConferenceAnnual MSPA AP Conference 08-10 November 201008-10 November 2010 Bali, IndonesiaBali, Indonesia
    2. 2. AGENDAAGENDA  What Face Off is and how it all startedWhat Face Off is and how it all started  What we have achievedWhat we have achieved  What we want to doWhat we want to do
    3. 3. HOW IT ALL STARTED…HOW IT ALL STARTED…
    4. 4.  Silent Customer Survey 0 1 2 3 Cleanliness Attentive and efficient staff High quality and well maintained restaurant hall Atmosphere Well furnished dining room Lighting Prompt and efficient order-taking Prompt and efficient food service Prompt and efficient billing UNIVERSITY PROJECT - MYSTERY SHOPPING as a tool for measuring and improving customer service
    5. 5. IN THE BEGINNING ITIN THE BEGINNING IT WAS…WAS…
    6. 6.  Pioneer  Partner  60-70 EUR  Influence service
    7. 7. IN REALITY…IN REALITY…
    8. 8.  Overcrowded  Pending MSPA membership  Low understanding 60 EUR - no way!
    9. 9. What shallWhat shall we do?we do?
    10. 10. We focused on creating valuevalue to our customers and profiting moreprofiting more by offering: THAT IS WHYTHAT IS WHY
    11. 11.  Quality  Specialisation  Personal touch  Innovation  And by always saying “YES”
    12. 12. ADDED VALUEADDED VALUE
    13. 13.  Free visits  On-line MS software  Speed of service  Presentations, additional charts, e-mail & phone checks, meetings, shopper transport  High level mystery shoppers
    14. 14.  Certification  24/7 personal contact and attention  Diversifying questionnaires  Motivational games  Flexibility  Innovative thinking
    15. 15. FIRST MYSTERY SHOPPING DAYFIRST MYSTERY SHOPPING DAY IN BULGARIAIN BULGARIA
    16. 16. Special guest Mr. Mark Michelson
    17. 17. 100 participants Big media coverage Increased brand and service awareness New clients RecapRecap:
    18. 18. MSPA MEMBERSHIP!!!MSPA MEMBERSHIP!!!
    19. 19.  MSPA Membership  Participation in worldwide surveys – Smiling Report, Queue Survey  PR – in leading newspapers, on-line portals and TV  Increased profits
    20. 20. OTHER ACTIVITIESOTHER ACTIVITIES
    21. 21. New image interactive website, CD business cards, Facebook page, blog
    22. 22. PROGRESSIVE Magazine’s First Retail ConferencePROGRESSIVE Magazine’s First Retail Conference SponsorSponsor ReachReach Presence Presence Articles Articles Response Response
    23. 23. AS A RESULTAS A RESULT
    24. 24. WHAT WE WANT TO DOWHAT WE WANT TO DO
    25. 25.  Diversify  Ratings.bg  Open Days  Consulting  Training
    26. 26. THE MILLION D$LLAR MANTHE MILLION D$LLAR MAN Concept of Arnold Terpstra from Retail Reality, Holland
    27. 27. UPDATE OUR SOFTWAREUPDATE OUR SOFTWARE
    28. 28. BenefitsBenefits  Networking  Exchanging experience  Subcontracting  Partnerships  Quality stamp ChallengesChallenges  More value  Subcontracting  Raising awareness  Barriers to entry  Communication
    29. 29. QQ&&AA
    30. 30. Profiting in Developing Countries - AProfiting in Developing Countries - A European case studyEuropean case study Presented byPresented by Eva Parvanova, Owner/ CEOEva Parvanova, Owner/ CEO Face Off Bulgaria – The Mystery Shopping CompanyFace Off Bulgaria – The Mystery Shopping Company 66thth Annual MSPA AP ConferenceAnnual MSPA AP Conference 08-10 November 201008-10 November 2010 Bali, IndonesiaBali, Indonesia

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