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Tag Archives: Customer Service
Is Alcohol/Cigarette Compliance the Area Where Mystery Shopping Can be About ‘Condemning’ Employees?
It has been mentioned before – that stigma that the mystery shopping industry faces that the goal is to catch employees up to no good. In most cases, this is not the real goal. Instead, it is to identify where … Continue reading
Customer Feedback Surveys: What’s in it for Me?
The retail and restaurant industries are entirely service-based. As a result, it is imperative that businesses in these industries receive feedback in order to deliver what their customers want to remain successful. There is, however, one major roadblock. It is … Continue reading
Improving the perception that retailers don’t care about customer service
Would it be a surprise to you if I said consumers are critical? Probably not – but you may be thinking “who, me?” According to the Walmart cashier that rang me out this evening, angry customers are available at a … Continue reading
Parking lot business
If the corner market is a microcosm of a bigbox retail store, then a parking lot is a petrie dish where the DNA of all business can be examined unencumbered by the trappings of normal corporate life. In the film, … Continue reading
Demonstrating Why Boundaries Matter for Customer Experience
David Rich’s post this week talked on setting boundaries with the level of service you provide and it got me thinking about a few more points on the subject. One thing you’ll notice if you login to the Facebook page … Continue reading
Retail Benchmarks Holiday Season 2010 – Toy Category
In recent weeks, ICC/Decision Services conducted 1621 mystery shops measuring 9 categories at over 50 retailers in 30 locations per retailer. That resulted in over 10,000 data points gathered by our Mystery Shopping and Secret Shopping efforts. In the toys … Continue reading
Retail Benchmarks Holiday Season 2010 – Sporting Goods Category
In recent weeks, ICC/Decision Services conducted 1621 mystery shops measuring 9 categories at 50 retailers in 30 locations per retailer. That resulted in over 10,000 data points gathered by our Mystery Shopping and Secret Shopping efforts. In the Sporting Goods … Continue reading
Retail Benchmarks Holiday Season 2010 – Specialty Category
In recent weeks, ICC/Decision Services conducted 1621 mystery shops measuring 9 categories at 50 retailers in 30 locations per retailer. That resulted in over 10,000 data points gathered by our Mystery Shopping and Secret Shopping efforts. The specialty category is … Continue reading
Retail Benchmarks Holiday Season 2010 – Office Supply Category
While our Mystery Shoppers rated them fairly high on service, they rated them low on making sales. Employees are friendly and helpful, but they don’t do well when it comes to suggesting what else customers might buy or pointing out items on sale or potential discounts. Continue reading
Retail Benchmarks Holiday Season 2010 – Off Price Category
Data gathered by our secret shoppers reveal that this category really suffers in selling. While customer expectations for service might be a bit different in the off-price retailers, we were very surprised to see how low the selling scores were Continue reading
