Electronics retailer Mystery Shopper Research
A network of household electronics was interested in assessing their outlets and the performance of their personnel at all of their branches. It commissioned InfoPro to conduct a mystery shopper research which would focus on the following:
- External and internal locale of the branch
- Employee appearance and hygiene
- Customer care
- Behavior and attitude
- Technical knowledge
The project included the evaluation of receptionists, cashiers, sales agents, section managers, and branch managers. InfoPro, in collaboration with the client, decided on the criteria to be evaluated for each job occupation, the weight of the various criteria, as well as the scenarios and transactions that the research design will need to entail. The project consisted of two waves per year; each wave was conducted during a period of one month, and there was a time lapse of two months in order for the client to be able to assess the results and re-train employees. The results allowed the client to track the performance of the sales, cashiers, management, and delivery personnel for each section and outlet. The study findings also provided the client with the strengths and weaknesses of each outlet understudy.
Multi-brand clothing retailer Mystery Shopper Research
A group operating varied clothing retail stores commissioned InfoPro to conduct its mystery shopper research. The main objective of the study was to evaluate the customer service personnel and outlet appearance at more than 20 outlets owned by the group. The group’s personnel were evaluated through scenario simulations to assess their performance and knowledge, in addition to their cross-selling techniques. With respect to the outlets, InfoPro specifically assessed their cleanliness and tidiness while for the employee evaluation InfoPro assessed their dress code, hygiene, attitude and behavior, sales approach, ability to evaluate clients’ needs, knowledge, and cross-selling techniques. InfoPro conducted a total of 125 visits in a one month duration and provided the client with a feedback report by brand, by outlet, by dimension, and by employment category i.e. sales personnel, cashier etc. InfoPro also provided the client with a detailed qualitative report highlighting actual positive and negative scenarios.
Bank Mystery Shopper Research
A large local bank was interested in commencing its mystery shopping activities in order to assess the performance of their branches in Lebanon. The aim of the study was to evaluate the branches appearance and measure the performance of their personnel and benchmark their progress and improvement over time. The study was based on a combination of face-to-face interviews which were carried out 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. InfoPro Research examined the following in its assessment: External and internal site evaluation, staff appearance, waiting time, personnel evaluation and performance, whether personnel had a positive / negative attitude, customer care assessment, communication skills, knowledge of products, and cross-selling skills. InfoPro also conducted an in-depth analysis of the call centers and telephone operators at all branches. InfoPro specifically assessed waiting time, hold and transfer techniques, respondent evaluation and behavior. The study was conducted over one year and entailed three mystery shopping waves. A total of branches (more than 40) were visited twice and contacted once per wave. InfoPro also assessed the bank’s call center five times. The recurring mystery shopping waves provided BOB with the strengths and weaknesses of each branch understudy and allowed the client to track the progress and regression of their performance over time.