Melbourne Mystery Shopping Areas of Analysis
Our mystery shopper Melbourne team will evaluate the main areas of your business to see what is working well and what needs improvement, fixing, and changing. We will look at your premises and floor lay-out, product range and quality of offerings, as well as, customer service and staff presentation.
1. Customer Service and Cleanliness
Besides the quality of your goods and/or services, the presentation of your staff coupled with their customer service skills are key to ongoing business success and customer retention ability. The secret shopper will observe their appearance (is their work attire clean and worn correctly?), as well as, directly and indirectly discerning just how well each employee engages customers and satisfies their needs and wants.
After scrutinising their work ethic and service skills incognito the secret shopper will pin-point who exactly is going above and beyond and who is performing poorly. By identifying your best and poorest performers you will know who is of most value and who would benefit from training, or, replacement.
This will give you peace of mind when you are not present in the business and give you a clear indication of who is ripe for promotion, or, to act as team leader/supervisor/manager, as well as, giving you the option to introduce an incentive scheme to promote consistent good customer service habits by recognising your best employees. One of the most inexpensive ways to achieve this is by introducing an employee of the month award.
2. Premises Cleanliness and Maintenance
We will look at your premises inside and out including the building appearance, floor plan and stock layout to see if the place is being kept-clean and tidy and if any fixtures, or, fittings need repairs, sprucing up, or, a complete change. A fresh pair of trained eyes is excellent for getting into your customers’ shoes and spotting areas needing improvement.
Is your stock well-labelled? Are sections easily identifiable and organised? Are similar products grouped together? Are the shelves, hooks, tables and so on adequately spaced to allow access for multiple browsing shoppers? Does the appearance of your store look inviting? Are trading hours clearly displayed? Has the floor been swept and are products free from dust? And many more considerations will be taken into account.
Our mystery shopping Melbourne, secret customer will purchase a selection of your goods for testing and evaluation to ensure your stock is of good quality and see if anything needs tinkering. Feel free to let us know if you have concerns about any particular products and we will focus our attention on reviewing these.