Checks are combined when there is a need to check different interaction processes in the company.
For example:
Buy a product
Get a warranty on it
Make a purchase
Return an item
Buy an item in the store
Buy online at the online store
Call for online consultation
Get offline consultation
Combined audit makes it possible to check several business processes in one visit. It is possible to check the work of one employee who performs different functions in a retail outlet (both counseling and punching goods at the cash register); it is possible to check the work of different employees. It all depends on what processes there are in the point of sale and which of them need to be checked.
Often in real-world environments, the buying cycle consists of multiple scenarios.
For example, the process of buying a car consists of:
Every stage is important. At any stage, a customer may change their mind because of poor employee performance. Thanks to the combined test, it is possible to understand at what stage there is a failure in the interaction between the employee and the visitor.
Combined audits require careful preparation. Organizations may be tempted to combine everything at once and check all existing processes in the company in one visit. In this case, it is important to strike a balance between desire and capability. Only then can you expect a good result.
Employees of our agency, relying on their knowledge and experience, will competently combine the checks of mystery shopper services to check your company.
Definition of research objectives.
Drawing up a questionnaire.
Writing a cover story.
Identification of artifacts (video recording, photographs, audio recording, receipts).
Drawing up instructions for the visit and filling out the questionnaire.
Selection and training of mystery shoppers.
Visiting locations.
Coordination of mystery shoppers during audits.
Collecting the information obtained.
Analysis of the data received.
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