State of Art
Inbound & Outbound Cargo Movement
Establish & Operate
What is Mystery Shopping ?
Mystery Shopping is the practice of using trained shoppers to anonymously evaluate
Service/ Product Quality
Why Use Mystery Shopping ?
When location , pricing and product assortment are no longer unique, service is often the key to success or failure.
It cost much more to get a new customer than to keep an existing one.
One unhappy customer will tell 5 other people of their bad experience with service.
Mystery Shopping Cycle
What are Benefit of Mystery Shopping Audit
Monitor and measure service performance.
Improve Customer retention.
Makes employee aware of what is important in serving customer.
Reinforces positive employee/management action with incentive-based reward systems.
Monitor facility conditions-asset protection
Ensure product/service delivery quality
Supports promotional programs.
Audit merchandising compliance
Identifies training needs & sales opportunities.
Educational tool for training and sales opportunities.
Ensure positive customer relationships on front line.
Enforces employee integrity.
How Mystery Shopping Happens?
Setting Objective & Goals
Program & Questionnaire Design
Input to Shopper
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