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Introduction to Mystery Shopping
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Mystery Shopping is the most reliable way to measure in-store service levels, using real consumers who live and work in the areas in which stores are located in order to obtain a true reflection of the day to day shopping experience.
Our services are tailored to meet the exact needs of the business and an individual program is installed for each of our clients.
We offer an accurate, reliable, and cost-effective method of quality control, which provides you with a means of identifying both good customer service and areas, which need to be performance managed.
We reach a full understanding of your company, its employees, and clients in order to be able to provide you with a full-scale picture of how each action affects your business.
By employing this method Mystery Shoppers blend in with other customers' in store and are not easily spotted.
Once a Mystery Shopper has completed the visit they then report back on their shopping experience by completing a questionnaire which has been compiled to suit the company's particular needs in their own words. When needed a Mystery Shopper will also write a written report on the visit noting problem areas not included in the questionnaire.
What is a Mystery Shopper?
Mystery Shoppers are your potential customers who live or work in the area in which they carry out assessments on our behalf. They are not employed on a fulltime basis, as this would make it "just another job" and they would be easily spotted, instead they are paid per assessment.
Our shoppers, numbering almost 600 are impartial consumers and because our "stable" is so large the same shopper does not always visit the store, this way you get a true reflection of what is happening on the ground while keeping our shoppers anonymous.
What We Uncover
Because our shoppers are vigilant and very proud of the role that they play, they know that improving service is a benefit not only to themselves but also their community we are proud to say that we do spot things which other companies may overlook.
In the past we have noted and alerted our clients to among other things:
Problems with Service
Stores not complying to dress codes
Stores which are not up to standard
Stores who neglect signage
Staff Problems
Management Problems
Staff who have not been trained correctly
Theft of Product
Items served which is not part of the franchise or on the menu
Product which is served and not up to standard
Product levels which are very low and items on menu which are not stocked at all
Transactions not going through the system
Incorrect till slips (Double systems)
Presentation Problems
Hygiene Problems
Stores which have closed down without Head Office knowing!
What Makes Us Different?
- Our assessment forms are not just designed for yes and no answers, we want to know the whole story. If the answer is a negative one - then we want to know why."
- Our shoppers are always eager to see the stores which they assess improve and are always happy to tell you where things have improved.
- Our shoppers are encouraged to note everything around them and will often come back with happenings in the store which are not part of the assessment.
- Our shoppers supply photographs of the product purchased so you can assess presentation and quality.
Our shoppers supply copies of all till slips so that you can see that it is a genuine purchase and note where there are problems with printing etc.
Our Winning Formula
- Assessments are carried out in the shoppers own words - these are your customers and the people you need to be hearing from.
- We take a photo of the product in order to show you presentation.
- We supply you with a copy of the till slip.
- Assessments are broken down into facts and figures to show you your results per store, per region and nationally.
- We send you a PowerPoint presentation reflecting Regional and National Results.
- We use a tracking system for each store so that you can see where improvements have been made, problems which are ongoing, and where new problems have occurred.
- Our services are tailored to meet the exact needs of the business and an individual program is installed for each of our clients.
- We offer an accurate, reliable, and cost-effective method of quality control, which provides you with a means of identifying both good customer service and areas, which need to be performance managed.
- We reach a full understanding of your company, its employees, and clients in order to be able to provide you with a full-scale picture of how each action affects your business
CALL US TODAY TO FIND OUT HOW WE CAN MAKE A DIFFERENCE IN YOUR COMPANY!
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