Mystery shopping

The Client
Top international hypermarket chain with 15 locations in a large Northern European country.

The Challenge
The company’s growth has led to increasing HR challenges both in terms of recruiting and maintaining in-store customer service standards. The client wanted to take pro-active steps to maintain strong customer relations by understanding the work of their own salespeople and check-out personnel. Prior to a new wave of hiring they approached MASMI Research about measuring the effectiveness of their staff’s work with the public.

The Solution
Based on MASMI Research’s experience in mystery shopping, we proposed a three-store effort to measure the politeness, efficiency, and fulfilment of required customer services procedures and phrases among the cashiers and sales staff of this leading retail provider. In addition, we proposed a shopper survey to cross-balance the work of our interviewers at the hypermarket’s food counters and checkouts. Within a month, the client had the results of several hundred interviews quantified and broken out with relevant illustrations to explain customer interaction with hypermarket line staff.

The Business Result
The client gained valuable information about customer satisfaction and as a result instituted new training programs to increase the professionalism of their sales and checkout-counter staff.