Mystery shopping reports were collected from visits to business centers across different regions to evaluate performance on parameters like ambiance, greeters, customer service representative courtesy and knowledge. Overall, Mobilink scored highest at 66% compared to competitors, though it scored lowest for CCR knowledge. Regionally, South and North scored best overall. Recommendations focused on ensuring greeters wore name tags, areas were clean, CCRs explained queries fully and thanked customers.

1. Mystery Shopping Report-Jun’16
Business Center

2. This report of MS-Business Center is based on information collected from
• 4 visits by mystery shoppers in each business center during this period
• Overall scores are divided in 4 parameters with their respective weightages, i.e.
o Ambiance 15%, Greeter 20%, CCR Courtesy 25%, CCR Knowledge 40%
• All scores are calculated in percentage
This Report includes:
• Overall and Region wise comparison with competitors
• Parameters wise comparison with other operators
• Mobilink Region & Parameters wise comparison
• Mobilink Business Center wise comparison
• Mobilink Business Center-Parameter wise comparison
• Synopsis & Recommendations-Overall
• Synopsis & Recommendations-Region Wise
2
Introduction of Mystery Shopping

3. • Mobilink is at top among all competitors with overall scores of 66%
• Mobilink scores highest in all except CCR’s Knowledge
3
Overall Scores of Mystery Shopping
15
20
25
40
Ambiance
Greeter
Courtesy
Knowledge
Back
66
63 63
60
58
Mobilink Telenor Ufone Warid Zong
Overall Scores
12 11 8 11 11
19 19 22 18 20
18 17 16 15 14
17 16 16 15 13
Mobilink Telenor Ufone Warid Zong
Score Avg
Overall Scores-Parameter Wise
Ambiance CCR Knowledge Courtesy Greeter

4. 4
Region Wise Overall Scores
Back
49
43
50
44 45
Mobilink Telenor Ufone Warid Zong
Central-A
62 65 60
46 51
Mobilink Telenor Ufone Warid Zong
Central-B
74 81 67 66 74
Mobilink Telenor Ufone Warid Zong
North
70 62 70 74
61
Mobilink Telenor Ufone Warid Zong
South

5. • In Central-A Mobilink scores highest among competitors in CCR Courtesy and Floor Greeter
• In South Mobilink is at top in Ambiance and Floor Greeter as compare to competitors
5
Region Wise Scores along with Parameters
15
20
25
40
Ambiance
Greeter
Courtesy
Knowledge
Back
10 10 8 9 9
5 5 12 7 12
18 13
16
14
13
16
15
14
15 11
Mobilink Telenor Ufone Warid Zong
Score Avg
Central-A-Parameter Wise
Ambiance CCR Knowledge Courtesy Greeter
11 12 7 10 12
17 17 20 10 13
17 19 16
13 15
18 18 17
13 13
Mobilink Telenor Ufone Warid Zong
Score Avg
Central-B-Parameter Wise
Ambiance CCR Knowledge Courtesy Greeter
11 10 7 12 13
24 33 28 20 30
20
20
14 17
14
19
19
17 17
17
Mobilink Telenor Ufone Warid Zong
Score Avg
North-Parameter Wise
Ambiance CCR Knowledge Courtesy Greeter
13 12 9 11 12
22 20 26 30 22
18 17 18
17
14
17
14
16 16
12
Mobilink Telenor Ufone Warid Zong
Score Avg
South-Parameter Wise
Ambiance CCR Knowledge Courtesy Greeter

6. • South & North Regions are at top among all regions with overall scores of 69%
6
Mobilink- Region Wise Comparison
15
20
25
40
Ambiance
Greeter
Courtesy
Knowledge
Back
49
62
74 70
Central-A Central-B North South
Mobilink-Region Wise
10 11 11 13
5
17
24 2218
17
20 18
16
18
19 17
Central-A Central-B North South
Mobilink Region-Parameter Wise
Ambiance CCR Knowledge Courtesy Greeter

7. • BC North Nazimabad is at top with 92% Overall Scores
7
Mobilink- Business Center Wise Score
Back
40
53
58
47
61 59
65
83
65
84
66
72
40
83
92
80 81
47
62 64
83
BCMcLoadRoad
MHLahore
EdenCenter
BCGujranwala
BCMultan
BCFaisalabald
BCSargodha
BCIslamabad
BCMuzzaffarabad
BCPeshawar
BCJhelum
BCRawalpindi
BCRahimYarKhan
BCSITE
BCNorthNazimabad
MHKarachi
BCNTO
BCQuetta
BCSukkur
BCHyderabad
BCGulshan
Central-A Central-B North South

8. • BC Gulshan, Peshawar and S.I.T.E are at top in Ambiance
• BC North Nazimabad is at top in CCR’s Knowledge
• BC Hyderabad & Rawalpindi are at top in Greeter’s Services
8
Mobilink- Business Center Parameters Wise Score
15
20
25
40
Ambiance
Greeter
Courtesy
Knowledge
Back
9 13 10 9 14
6
12 14
7
15
8 12 9
15 15 13 15 11 13 14 15
10
10
10 20
20
30
20
30
20
20
30
40
30 30
10
20
10
30
20
14 19
19
20 15
15
20
20
20
20
20
16
20
20
20 20
10
15
20
20
11
16
19
19
18 18
17
19
18
19
18
20
15
18
17
17 16
16
14 20
18
0
10
20
30
40
50
60
70
80
90
100
BCMcLoadRoad
MHLahore
EdenCenter
BCGujranwala
BCMultan
BCFaisalabald
BCSargodha
BCIslamabad
BCMuzzaffarabad
BCPeshawar
BCJhelum
BCRawalpindi
BCRahimYarKhan
BCSITE
BCNorthNazimabad
MHKarachi
BCNTO
BCQuetta
BCSukkur
BCHyderabad
BCGulshan
Central-A Central-B North South
Ambiance CCR Knowledge Courtesy Greeter

9. Floor Greeter Related:
• Name tag of floor greeter wasn’t visible
• Floor greeter wasn’t present
• Floor greeter didn’t greet the customer upon entry
• Floor greeter needs to be courteous
Ambiance Related:
• Area around the water dispenser wasn’t clean
• Disposable glasses/Water dispenser were not available for water
• POS material wasn’t displayed
• LCD wasn’t on/available
Serving CCR Related (Courtesy & Knowledge):
• Name tag of the CCR on the counter was not visible
• CCR didn’t thank the customer after completion of his/her query
• CCR was using mobile/taking to someone else when the customer was on counter
• CCR Didn’t explain the customer’s query and just handed over the POS material
9
Synopsis & Recommendations-Overall
Back

10. Central-A:
• Name tag of floor greeter wasn’t visible
• Floor greeter didn’t greet the customer upon entry
• Water dispenser and the area around the water dispenser wasn’t clean
• Disposable glasses were not available for water
• POS material wasn’t displayed
• LCD wasn’t on
• Name tag of the CCR on the counter was not visible
• CCR didn’t thank the customer after completion of his/her query
• CCR didn’t greet the customer pleasantly
• CCR Didn’t explain the customer’s query and just handed over the POS material or gave any other alternative
Central-B:
• Name tag of floor greeter wasn’t visible
• Disposable glasses were not available for water
• Area around the water dispenser wasn’t clean
• Water dispenser and the area around the water dispenser wasn’t clean
• LCD wasn’t on
• Name tag of the CCR on the counter was not visible
• CCR Didn’t explain the customer’s query and just handed over the POS material or guided to website
10
Synopsis & Recommendations-Region Wise
BackNext

11. North:
• Disposable glasses were not available for water
• LCD wasn’t on/available
• Area around the water dispenser wasn’t clean
• CCR was using mobile/taking to someone else when the customer was on counter
• CCR didn’t thank the customer after completion of his/her query
• CCR Didn’t explain the customer’s query and just handed over the POS material
South:
• Name tag of floor greeter wasn’t visible
• Floor greeter didn’t greet the customer
• Disposable glasses were not available for water
• Water dispenser and the Area around the water dispenser wasn’t clean
• LCD wasn’t on
• Name tag of the CCR on the counter was not visible
• CCR didn’t thank the customer after completion of his/her query
• CCR was using mobile/taking to someone else when the customer was on counter
• CCR Didn’t explain the customer’s query and just handed over the POS material or gave any other alternative
11
Synopsis & Recommendations-Region Wise
Back

12. Thank You.