Retail chains have a large staff. Keeping track of everyone's work is a difficult task. But doable! The mystery shopper service will help you monitor how well your staff perform their duties.
Validation accomplishes the following objectives:
A mystery shopper or a mystery visitor is an employee specially selected according to specified parameters, who acts according to a certain instruction. After it is done, the mystery shoper provides the customer with an analytical report, photo, audio or video recordings.
Mystery shopping" research is conducted by our agency in various retail chains:
Typically, standard parameters are checked in each store: appearance, cleanliness, politeness of sellers, compliance with corporate style. Also, each store has its own peculiarities, which should be paid close attention to when assessing the quality of trade service.
In a grocery store, it is the relevance of expiration dates, availability of price tags, and freshness of products. When checking salespeople, it is assessed how prompt and polite they are. When checking the cashier, attention is paid to the following nuances: whether the cashier punches the check, whether the cashier offers to participate in the promotion.
In stores with clothes it is important to check: whether the consultant brings the necessary things to the fitting room at the customer's request, whether he does it kindly.
In stores with technology and electronics, it is mandatory to assess the knowledge of salespeople: whether they understand the assortment presented in the store, whether they know the latest products, how professionally they conduct consultations.
We will provide you with a cost effective
and best in the industry practice
To maximize your online turnover, it's important to make your employees effective salespeople. This will require several steps:
In the presence of superiors, all salespeople try to be as efficient as possible in their work:
In order to evaluate the quality of service objectively, it is best to utilize the services of a undercover agent.
A mystery shopper enters a store disguised as an ordinary customer. And when there are no managers or administrators in the hall, it is possible to see the real picture. Thanks to a mystery shopper, you look at your business through the eyes of the client.
Mystery shopper marketing research consists of several stages
The script, legends, questionnaires are developed and agreed upon.
Casts mystery visitors according to the company's target audience; prepares for the specifics of the audit.
Assigns agents to a targeted program.
An online project is being prepared.
Mystery visitors make visits to the location being inspected and conduct assessment work as assigned.
Questionnaires are being filled out.
Processing of questionnaires by managers.
Providing a reporting package: questionnaires, audio recordings, photographs and other reporting agreed in advance.
When conducting a multi-point audit, the questionnaire is divided into blocks, blocks into sections. Blocks can be changed depending on the chain to be checked, the purpose and objectives of the research in each particular audit.
Selecting a performer is an important step.
In accordance with the portrait of a potential visitor to the store and the desires of the client, the characteristics of people suitable for the role of a mystery shopper are determined.
Our agency has an extensive base of experienced mystery shoppers. All performers undergo audio training on the peculiarities and specifics of each project. We provide mystery shoppers with all the necessary materials: questionnaires, legends, instructions, addresses.
Before the check in, mystery guests are quizzed to monitor their ability to understand the information they need to participate in the project.
Throughout the course of the audit, the coordinator assists the mystery shopper: coordinating, guiding, answering questions that arise
The online reporting system creates a project for each client.
Personal accounts are prepared, accesses are set up depending on the area of responsibility of the client representatives.
The address program is loaded.
How the results of audits are processed
After completion, the reports are entered into the online system, and the questionnaires are sent to the validation department specialists for verification.
Each report is reviewed in several stages:
Checking to make sure all fields on the form are filled out and that all necessary artifacts (audio, photos, receipts, etc.) are present.
Checking whether the provided data corresponds to the audio recording
Checking for spelling, logical and punctuation errors
Once all validation steps have been passed, reports in the system become available for viewing by designated client representatives.
At the end of the survey, a summary table of results is compiled for all chain hotels and employees.
On the basis of the analysis of the data received, the specialists of the Project Department form a final analytical report on the results of audits
Sales growth and profit increase
Customer focus assessment
Increasing the flow of regular and new customers
Level control services
Analysis of companies competitors
Motivation for employees
Mystery shopper services in a retail chain - a proven opportunity to maximize sales force efficiency
Conducting mystery shopper research on a regular basis is:
We will provide you with a cost effective
and best in the industry practice
Huge experience of carrying out audits throughout Russia (in large and small towns). We can organize audits of any level of complexity.
Individual approach to each customer. We take into account the specifics of each company. In accordance with this we form checks.
We know all about mystery shopper research:
All research results will be guaranteed to be shared only with you under a non-disclosure agreement.
Data obtained in the course of audits will not be passed on to third parties!
Just fill in the application form.
Our team will call you back and introduce you to all the advantages of our service.
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