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The Mystery Shopping Day
2004
During last week a number of managers from different companies met
in Vallentuna to participate in the first Mystery Shopping Day in
Sweden.
The day begun with breakfast and a seminar about customer service
and Mystery Shopping. The Managing Director of Bättre Affärer,
Veronica Karlsson, demonstrated Bättre Affärers database
system. After that an Italian lunch buffet was served. Invited consultants
lead six different workshops about service, leadership, analysis and
business development.
A group of companies that have been clients of Bättre Affärer
for a period of time had a profitable exchange of experiences of how
the Mystery Shopping concept is handled internally in the companies
and how to receive the optimal results.
Analysis Report
We can help You to analyse the reports from Mystery
Shopping visits/calls. We can offert You a quarterly report, six
months report or yearly report with conclusions and recommendations.
And if You want an even deeper analysis, we can consult
an expert in statistics or a professor.
BAFF ONLINE
Version 2
We have made continuous improvements during the 1,5 years we have
used the system and soon the time has come for a big upgrade. Version
2 will allow checklists in unlimited number of different
languages. |
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Last day to register to the Quality
program SSQ-Award 2004, is 30th of September.
Conftact persons for more information:
at SHR- Eva Larsson e.larsson@shr.se
at SSQ- Lena Cederlöf lena@ssq-award.net
More info is also available at: www.ssq-award.net
Results from
the summer surveys
The result from the Restaurant Survey is based
on 459 answers, 454 of these are from Sweden.
35% of the visits resulted in "Suverän Service",
a both high and unusual score. One reason for this might be that
the restaurants were visited because the person already had a positive
attitude towards it before the visit.
Only 25% were offered a starter and 40% were offered more to drink
during the meal, 60% were suggested a dessert. This indicates that
there is room for improvement and a chance to boost sales.
60% said yes to the question "The staff had a clean and tidy
clothing and a name badge".
Highest scores was "efficient payment" 94% and "pleasant
treatment" 92%.
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The result from the Toilet survey is based on 87
answers, all from Sweden.
Towels/dryer/paper present/working: 74 %, Soap and water: 82 %,
Lighting and lock: 90 %, Toilet paper: 91 %.
Clean and fresh:
Excellent: 22 %, Good: 27 %, OK: 19 %, Bad: 11 %.
In other words: Plenty of room for improvement.
Mystery Shopping in Norrland
Veronica Karlsson is invited to talk about quality improvements
and Mystery Shopping, during the "NÅ UT-Dagen" in
Skellefteå 28th of October 2004. The event
that is arranged by The Market Association in Skellefteå.
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