Category: Mystery Shopping

Staff performance for a Medium Sized Bank

The main objective of the study was to evaluate the bank’s branch appearance and performance of staff members. The bank’s staff were evaluated through scenario simulations to assess their knowledge of the various products and services offered. Methodology: Data collection was based on face-to-face and telephone mystery shopper interviews with the customer service officers, sales agents, and telesales personnel. Four mystery shopper waves were conducted on a quarterly basis over a period of one year.

Mystery Shopping for a Bank

A study for a large bank to evaluate branch appearance and measure staff performance, and benchmark progress over time. Evaluation of external and internal site, staff appearance, waiting time, personnel performance and attitude, customer care assessment, communication skills, product knowledge, and cross-selling skills. Evaluation of the call centers and telephone operators at all branches. provided the bank with the strengths and weaknesses of each branch understudy and allowed the client to track the progress and regression of their performance over time. Methodology: face-to-face interviews with the bank’s customer service personnel or front desk clerks and telephone mystery shopper interviews which were conducted with the call center and the telesales operators of all branches. More than 40 branches were visited twice each and contacted once per wave.
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Mystery Shopping for fashion retailer

Mystery shopping research for a group operating varied clothing retail stores. Evaluate the customer service personnel and outlet appearance at more than 20 outlets. Outlets were checked for cleanliness and tidiness, and employees for dress code, hygiene, attitude and behavior, sales approach, ability to evaluate clients’ needs, knowledge, and cross-selling techniques.
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Mystery Shopper for Electronics Retailer

A study commissioned by a network of household electronics to assess outlets and personnel performance at all branches. The elements included: External and internal premises, Employee appearance and hygiene, Customer care, Behavior and attitude, and Technical knowledge. Methodology: two waves per year.
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