12 Ways Mystery Shopping Can Improve Service
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Transcript of 12 Ways Mystery Shopping Can Improve Service
![Page 1: 12 Ways Mystery Shopping Can Improve Service](https://reader035.fdocuments.us/reader035/viewer/2022062701/553a7557550346e2498b457c/html5/thumbnails/1.jpg)
12 Ways Mystery Shopping Can Improve Service
![Page 2: 12 Ways Mystery Shopping Can Improve Service](https://reader035.fdocuments.us/reader035/viewer/2022062701/553a7557550346e2498b457c/html5/thumbnails/2.jpg)
You get the behaviour you measure
So measure Customer
Service
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Measureable in detail
•Shoppers have no history
Unbiased
•Scheduled rounds (e.g. monthly)
Regular
•Set questions, scenarios and scoring
Structured
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Direct Behaviour
Use scoring and weighting to steer specific behaviours e.g.
emphasis on knowledge
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Staff GuidanceThe questionnaire becomes the ultimate summary of what is required from staff
4.
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Specific actionable plans
Build store action plans with measurable goals
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Identify stars
Build stories around your stars.
Staff listen to peers.
6.
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Actionable judgment
Staff listen to independent evaluation
from outside the organisation.
Not the same ol’ people.
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Tap into competitivenessCompare each site to averages and rankings
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Benchmark performance against other industries
Total Environ-ment
Staff Knowledge Closing Satisfaction Promotion
Your Site 79.8421052631579
95.2380952380952
80.1523809523809
63.8095238095238
86.4285714285714
71.9666666666667
58.3333333333333
Industry 79.98 87.85 87.85 78.95 71.3 79.28 73.15
5
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25
35
45
55
65
75
85
95
Your SiteIndustryPe
rcen
t9.
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Solid Commitment
Confirms to Staff that you are
serious about Customer Service
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Calculate Financial Impact
Measure achievable savings from
Customer Service improvements
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Staff are more alert
Staff never know when a
Mystery shopper will enter, and
therefore are more vigilant.
12.
So all customers benefit
![Page 14: 12 Ways Mystery Shopping Can Improve Service](https://reader035.fdocuments.us/reader035/viewer/2022062701/553a7557550346e2498b457c/html5/thumbnails/14.jpg)
Contact
Steven Di Pietro
www.servicewithpurpose.net
0405478452