1. Toys Story
2020
MYSTERY SHOPPING PROGRAM

2. Live Indexes
89
91
88
89
88
88
90
93
90
87
Politeness and benevolence
Personnel competence
Service speed
Sales-aiming activity
Interior (customer's…
EU
RU
100
99
93
94
100
98
95
87
Purchase
Standards
Service&Interaction
Processing the Sale
RU EU
86 14
Promoters Passivnes
NPS =EU 86%
Total Index = EU 96%; RU 95%
Subjective Index =EU 88%; RU 90%
72 28 3
Promoters Passivnes Critics
Index of Happiness = EU 69%
83 11 6
Promoters Passivnes Critics
NPS =RU 77%
71 26 3
Promoters Passivnes Critics
Index of Happiness = RU 69%

3. Additional Item Purchase Offering
24%
76%
Yes No
100%
Yes No
Were you offered additional items to
complement your selection?
Estimate how much, in general, you are satisfied with
the work of the seller who served you?, %
categorized as follows:
-Positive (score 9-10) - positive emotional state
-Neutral (score 7-8) - neutral emotional state
-Negative (score 1-6) - negative emotional state
4
4
15
8
10
9
8
7
6
5
4
3
2
1
0
9
AVERAGE
RATE
Were the sales associates
knowledgeable about the products?

4. Did you ever make purchases/use
services of this location’s network
previously as a common customer?
31%
69%
Yes No
78%
22%
Yes Uncertain No
Will you visit sales outlet of this network
as a common customer in future?
+47%
Potential flow of
customers
Willingness to Visit the Network in the
Future (Europe)

5. -5-
Responsiveness of
employees, their
desire to help
26%
Individual approach
3%
Employees know
absolutely
everything about
the product
17%33%
Comfortable to be in
the store
13%
Other (Range of
products offered)
3%
Bright presentation,
I was interested in
goods
Motivation To Visit The Network In The Future (Europe)
Unobtrusive staff
5%

6. Did you ever make purchases/use
services of this location’s network
previously as a common customer?
42%
58%
Yes No
77%
23%
Yes I do not know yet
Will you visit sales outlet of this network
as a common customer in future?
+35%
Potential flow of
customers
Willingness to Visit the Network in the
Future (Russia)

7. -7-
Excellent
presentation of
products, I was
interested in the
product itself
23%
Individual approach
5%
Comfortable to be
in the store
12%42%
Employees know
absolutely
everything about
the product
11%
Other (Range of
products offered.)
5%
Responsiveness of
employees, their
desire to help
Motivation To Visit The Network In The Future (Russia)
Unobtrusive staff
2%

8. CRITICS
(grades 1-6) 8%
NEUTRALS
(marks 7-8) 24%
PROMOTERS
(grades 9-10) 68%
Index of Happiness RU= 61%
CRITICS
(grades 1-6) 0%
NEUTRALS
(marks 7-8) 28%
PROMOTERS
(grades 9-10) 72%
Index of Happiness EU= 72%
Index Of Happiness
Employees are categorized as
follows:
- Positive (score 9-10) - positive
emotional state (employee is happy)
- Neutral (score 7-8) - neutral
emotional state
- Negative (score 1-6) - negative
emotional state

9. Assessment Of The Relationship Between
The Happiness Index And Service Standards
96
99
96
100
90
88
100
82
100
77
0
0
0
0
0
NETWORK
Standards
Service&Interaction
Purchase
Processing the Sale
POSITIVE NEUTRAL
98
99
99
100
90
93
100
92
100
79
84
100
72
100
73
NETWORK
Standards
Service&Interaction
Purchase
Processing the Sale
POSITIVE NEUTRAL
Europe Russia

10. WE WISH YOU HIGH
QUALITY SERVICE RESULTS!