Are there Shortcomings in the Quality of Services and Advice at the Point of Sale?
Mystery shopping - what is your customers’ real shopping experience in-store?
A prerequisite of customer focus is excellent implementation of the standard of service and advice in-store, to which all employees adhere. This applies to customer-facing services in branches, subsidiaries and other business units.
Irrespective of, or in parallel with, customer surveys, mystery shopping can help you check the standard of your service and advice. You receive reality-based, objective information direct from the customer interfaces at the POS, on the telephone or online.
Professional mystery shoppers, trained and briefed by GfK, will visit your outlets and evaluate the performance they find according to set criteria.
This can cover anything from advisory skills, stock presentation, appearance of staff and the handling of complaints. The content and evaluation criteria are checked repeatedly according to your instructions and are illustrated in our GfK Customer Relationship Index. This enables a differentiated analysis of all relevant aspects, identification of quality deficits and concrete recommendations for action that can be implemented to optimize the quality of service.
