Mystery Shopping It is a form of Market Research where individuals are trained to observe, experience and evaluate the customer service process of an organization.

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Presentation transcript:

Mystery Shopping It is a form of Market Research where individuals are trained to observe, experience and evaluate the customer service process of an organization.

It is to evaluate the quality of service Get that service information anonymously/secretly. Notice the customers in their natural environment Does not troubles or irritates the customers

WALK-IN SHOPPER A Shopper acts as a customer and undertakes a series of agreed tasks, These tasks monitor the quality of customer service. PHONE SHOPPING Monitor how long it took staff to answer, how they were greeted, and how professionally your request was handled was the member of staff polite and informative? Report back accurately and objectively by completing a questionnaire.

Service quality measurement General level of service delivery Test product knowledge Monitor turnaround time provide the bank with information on the quality of its current service. provide management information to the organization – your suggestions are welcome. Intended to assist the organization to focus on customer service improvements

Efficiency and effectiveness of Telephone conversation Environment (ACs, lighting, noise levels, flags, clean desk etc) Facilities (washrooms, signages, suggestion boxes etc) Brochures and Slips Product Knowledge

Staff Appearance Staff Attitude and service delivery Security Other customers’ views Overall satisfaction How long it took you to get services. Smartness of the attendant Customer service professionalism

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