The most precious possession of a company
is its people
Mystery shopping
Mystery shopping


Aim:

 To gather information about the quality of services offered to customers in the shopping net (department stores) by the form of mystery shopping.
Objectives:

  • To identify positive and negative aspects of individual department stores and to analyze possibilities of improvement especially in the area of communication with client.

  • To offer gathered information for owners and managers of the company by the form of final report of mystery shopping.

  • . To present findings and to look for possibilities of improvement the quality customer services during the personal meeting with owners and managers of the company.
The process of mystery shopping:
  1. Setting the object and process of mystery shopping:
    • gaining information about the net of department stores of the company - addresses, brochures, shift plans, etc., offering the results of the past mystery shopping (if suitable)
    • agreement about the object and the scope of mystery shopping, setting the evaluation criteria etc.
    • agreement about the form of final report and its presentation
  2. Preparation and execution:
    • preparation of evaluation sheets and the plan of visits
    • execution of mystery shopping - the minimum of 2 visits will be performed in each store
    • evaluation of visits
  3. Preparation of written presentation with findings and conclusions.
  4. Presentation of findings, conclusions and recommendations (training and also non-training actions) to owners and selected managers of the company.
Time:

  • From 6 to 8 weeks (time from the first visit to the presentation of the final report).