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Mystery Shopping Services / Compliance Audits / Customer
Mystery Shopping Benefits and Process
1. Help improve customer service and loyalty
2. Identify areas of business weakness through research
3. Understand business opportunities
4. Build staff competence and improve through training
5. Boost sales performance and increase profitability
Recognise great performance
and reward your staff.
Mystery Shop Visit Types
Combined Mystery
Shop Programme
In StoreOnline By Phone
Methods of Measurement
Universal
Online Dashboard
Audio
Recording
Video
Recording
Written
Reports
Understand Overall Performance
Review the Data
Identify Operational
Issues
Identify Staff
Issues
Link to Sales
Performance
Correlate Performance Data
back to Mystery Shop Scores
Quickly drilldown to see area performance focusing in
on the areas which require the most urgent attention.
Mystery Shopping Services / Compliance Audits / Customer
Net Promoter Score (NPS)
The Net Promoter Score is an index
ranging from -100 to 100 that
measures the willingness of
customers to recommend a
company's products or services to
others.
Mystery Shoppers can be asked to
give a score from 0-10 to help build
the NPS Score for the programme.
Train - Mentor - Coach and Reward
Training can be distributed to staff using a
fully auditable online manager action plan,
helping you to improve on service
performance over time. Giving everyone the
ability to achieve key targets
The results of the mystery shopping exercise will
allow managers to focus on the key elements
which impact the overall performance.
For more information on these slides or for more information on mystery shopping in general please
contact us on enquiries@tern.co.uk - Telephone - 01939 235555 or via the website www.tern.co.uk

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Mystery Shopping Toolkit - Tern Consultancy

  • 1. Mystery Shopping Services / Compliance Audits / Customer Mystery Shopping Benefits and Process 1. Help improve customer service and loyalty 2. Identify areas of business weakness through research 3. Understand business opportunities 4. Build staff competence and improve through training 5. Boost sales performance and increase profitability Recognise great performance and reward your staff.
  • 2. Mystery Shop Visit Types Combined Mystery Shop Programme In StoreOnline By Phone Methods of Measurement Universal Online Dashboard Audio Recording Video Recording Written Reports
  • 3. Understand Overall Performance Review the Data Identify Operational Issues Identify Staff Issues Link to Sales Performance Correlate Performance Data back to Mystery Shop Scores
  • 4. Quickly drilldown to see area performance focusing in on the areas which require the most urgent attention.
  • 5. Mystery Shopping Services / Compliance Audits / Customer Net Promoter Score (NPS) The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company's products or services to others. Mystery Shoppers can be asked to give a score from 0-10 to help build the NPS Score for the programme.
  • 6. Train - Mentor - Coach and Reward Training can be distributed to staff using a fully auditable online manager action plan, helping you to improve on service performance over time. Giving everyone the ability to achieve key targets The results of the mystery shopping exercise will allow managers to focus on the key elements which impact the overall performance. For more information on these slides or for more information on mystery shopping in general please contact us on enquiries@tern.co.uk - Telephone - 01939 235555 or via the website www.tern.co.uk