Are You Mystery Shopping   your Business??

Maged Hosny Blog

Are You Mystery Shopping   your Business??.. A study case over Three Branches of different banks..
 
With competition so fierce, in order to gain the competitive edge, it is imperative to give customers what they are looking for SERVICE.  The better the service, the more likely the customer will return and refer their friends and family (their business associates). Therefore if businesses want to stay ahead, they need to be proactively involved in an improvement plan and  committed to the continued betterment of their service. And because the first rule of controlling your company’s customer satisfaction says: “PEOPLE WHO PROVIDE SERVICE, CAN’T CONTROL IT”. Dear Guest Company sent its trained staff members and posed as an ordinary customer onto Three different bank branches in Cairo and evaluated from beginning to end their overall shopping experience via completing an evaluation that is customized to specifically meet needs and expectations of the client, and here are the results of Three from the top Banks in Egypt:

Criteria

 
1-Appearance
• Wearing ID card.
• Wearing SQ Pin.
• Smoking / Eating / Chewing gum.
• Over Make up & Accessories for Females or Not Shaved & Long Hair for Males.
• Outfit / Dress Code.

2-Work Area
• Enough Brochures / Well Displayed on station
• Hospitality Items on station
• Clean / Organized work station

3- Interaction
• Acknowledge customer presence (Invite)
• Proactively greeting customer
• Friendly / Pleasant Face throughout the transaction
• Communication Skills ( Eye contact / posture / gestures / tone of voice )

4- Personal Service
• Undivided attention
• Serving one customer at a time
• Usage of customer name or title

5- Cross-Selling
• Exercise an effort to Cross-Sell product or service &  Give out Brochure

6- Closure
• Offering further assistance
• Proactively thanking the customer

7- Overall
• Enthusiasm in serving Why Businesses Need Mystery Shopping Service?
• There will be never be a second chance to make a first impression
• It costs you company 5 times more to get a new customer than it does to retain an existing one
• Today, with increased competition, customers have the ability to look to other companies when they are not satisfied
• Each year millions of pounds are spent on advertising to attract new customers, yet it is excellent service that keeps them coming back
• For every one customer complaint you receive, there are other 25  you never hear about, but every one else does
• The leading cause of dissatisfaction among consumers is usually poor customer service
• 13% of customer who have a negative experience will tell 20 or more potential clients of their negative experience
• 82% of customers make the decision to do business with you company simply based on the way the phone is answered
• 91% of all customers who do complain won’t do business with your company again

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