Coronavirus made its adjustments not only in the life of adults but also had a strong impact on the children’s activity. When the pandemic started to gain strengths, the government had to close kindergartens, schools, and other institutions where children could live a productive social life. This rapid action effectively slowed down the spread of new infections, but it also caused anxiety, sleep disturbance, eating habits, and even cases of depression among children.

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!