神秘顧客檢測ppt課件(編輯修改稿)
2025-05-29 01:45 本頁面
【文章內(nèi)容簡介】 ? The right price Copyright Harvey Gilbert Designing the MS Program ? Client must discuss their objectives with their MS partner ? And give your MS partner all information needed ? Ensure that the program is positive and achievable: ? by your MS partner ? by your shoppers ? by your management and staff ? Ensure that the visit frequency allows time for reporting and for positive actions Copyright Harvey Gilbert Communications: Mystery shopping only works positively if it is not a mystery to staff and management. ? Get everyone involved in the design of the project ? Tell them: ? Our objectives ? What we are doing ? How we will use the information ? What it means to them ? Give the program an identity . ? Service Management Index ? Customer Focus ? Customer Service Index ? And you must aggressively discourage ?spot the mystery shopper? Copyright Harvey Gilbert Designing the questionnaire The questionnaire should always: ? Be concise, simple and easy for shoppers to plete ? Consist of objective questions ? Mainly yes/no questions ? Encourage ?ments? by the shoppers ? Be focussed on observing staff performance of key KPI?s Copyright Harvey Gilbert Recruiting the shoppers All shoppers: ? Should be known to the MS provider ? Must be qualified for the project on the phone, the inter, or in person ? Should match the client?s normal shopper profile ? And fulfil any special requirements . wear glasses, drive a particular car etc. ? Must be able: ? to act like a normal
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