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)

1. Customer Experience Measurement

2. 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

3. What Is Mystery Shopping? Other names for Mystery Shopping : Tele Checks Virtual Customers Anonymous Audits Secret Shopping Surprise Evaluations Mystery Customers Spotters

4. 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

5. Driving Exteriors Standardization Infrastructure Interiors Display Overall Experience Product Value for money Soft Skills Services Sales Skills Service Experience Turn Around Time

6. Why Use Mystery Shopping? In short…… “Inspect What You Expect”

7. 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

8. 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

9. 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

10. 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……

11. 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

12. 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.

13. Contact us : Vijay Jassal vijay@servicesolutions.co.in +91-9811318202 www.servicesolutions.co.in