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OI-Rai301012-the powerofmysteryshopping

Onion Insights Pvt. Ltd.
Onion Insights Pvt. Ltd.

The presentation made for the OI-RAI workshop - 'The Power of Mystery Shopping' conducted by Ms. Bhairavi Sagar, Director of Onion Insights Pvt. Ltd. The workshop was conducted on 30th October 2012 in Mumbai.

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The Power Of Mystery Shopping Powered by RAI and Onion Insights Pvt. Ltd. Mumbai -足 30th October, 2012
What Where When Why Case AcFon Who How Studies Plan Powered by RAI and Onion Insights Pvt. Ltd.
There is only one boss. The Customer. He can 鍖re everyone -足 owner, managing director and employees -足 simply by deciding to spend his money somewhere else! Powered by RAI and Onion Insights Pvt. Ltd.
則р Mystery Shopping Is and Isnt 則р Types of Mystery Shopping What 則р Challenges faced by the Mystery Shopping industry Powered by RAI and Onion Insights Pvt. Ltd.
Mystery Shopping Is and Isnt What Fashionable -足 yet need of the hour Magical Measurable Auto-足Pilot Moment of Truth Powered by RAI and Onion Insights Pvt. Ltd.
Types of Mystery Shopping Mystery Visits Mystery Calls Mystery Emails Mystery Audits (Brand/Service SOPs) Integrity Mystery Audits CompeFFon EvaluaFons Powered by RAI and Onion Insights Pvt. Ltd.
MS Industry Challenges MS = Knife Acceptance of Margin of Error The Ronco RoFsserie E鍖ect Low Entry Barrier CommodiFsed Powered by RAI and Onion Insights Pvt. Ltd.
Where 則р Where can Mystery Shopping be conducted? Powered by RAI and Onion Insights Pvt. Ltd.
Where is MS conducted Wherever there is a Customer interacFon, Mystery Shopping can be used as a tool to measure the Customers experience Mystery Shopping is used across all Industries If you have Customers, Mystery Shopping helps you measure your Customers SaFsfacFon Powered by RAI and Onion Insights Pvt. Ltd.
When 則р When should Mystery Shopping be conducted and how oen? Powered by RAI and Onion Insights Pvt. Ltd.
MS Times/Frequency Rotate visits between day parts and week parts Annually evaluate the EOSS once minimally Frequency primarily depends on the Fme taken to execute changes with the 鍖ndings Powered by RAI and Onion Insights Pvt. Ltd.
Why 則р Why should you conduct a Mystery Shopping Program? Powered by RAI and Onion Insights Pvt. Ltd.
Bene鍖ts of a MS Program Regularly monitors Customers observaFon on service quality IdenF鍖es successes and failures -足 thus enabling You to take correcFve measures MR is subjecFve whilst MS is objecFve and measureable Employees will RESPECT what you INSPECT now what YOU EXPECT Powered by RAI and Onion Insights Pvt. Ltd.
Who 則р Who is Your ideal Mystery Shopping Partner? Powered by RAI and Onion Insights Pvt. Ltd.
Ideal MS Partner MSPA CerF鍖ed Member Relevant Experience and Apt Knowledge on Best PracFses in MS References SophisFcated Online ReporFng Soware and ReporFng Methods Large base of Mystery Shoppers Extensive Procedures for Quality Assurance Quality of their Customer Service Powered by RAI and Onion Insights Pvt. Ltd.
How 則р How to setup a Mystery Shopping Program for Your Brand? 則р How can Your Mystery Shopping Program pay for itself? 則р How to promote Your Mystery Shopping Program? 則р How to use the MS Data? Powered by RAI and Onion Insights Pvt. Ltd.
Sefng up a MS Program De鍖ne Business Idea and Program ObjecFve Convert every relevant SOP to objecFve quesFons De鍖ne Your Customers pro鍖le and the scenario for the visit Develop Feedback mechanism Decide and follow-足up on AcFon Plans Periodically visit the quesFonnaire for modi鍖caFons Powered by RAI and Onion Insights Pvt. Ltd.
MS can pay for itself Constantly training employees for Add-足on Sales and subsequently measuring the e鍖ciency Employees must know which products You want to sell, which products are pro鍖table and suitable to suggest as complements Powered by RAI and Onion Insights Pvt. Ltd.
Promote Your MS Program Let employees know the Mystery Shop Program is in place and what is expected of them -足 this alone will oen change behaviour Share the quesFonnaire with employees before iniFaFon -足 get their input on the quesFonnaire Evaluate only those things that can be changed Promote the Program extensively with signs, cards, etc. Have a plan for using the 鍖ndings and publishing them in internal newslehers Powered by RAI and Onion Insights Pvt. Ltd.
Promote Your MS Program Realize that the Mystery Shop scores are more re鍖ecFve of the organizaFon than the individual Always use the Mystery Shop Reports in a posiFve manner to gain acceptance of the Program Use the Mystery Shop Reports to target training and operaFonal adjustments Provide rewards to stores and employees for excellent Reports Powered by RAI and Onion Insights Pvt. Ltd.
Using the MS Data Communicate successes and failures to the employees -足 via newslehers, intranet, etc. Train Managers to read and analyse reports Engage Your MS Partner to show reports online and present the results to the teams during company meeFngs Organise internal workshops to develop AcFon Plans together Powered by RAI and Onion Insights Pvt. Ltd.
則р Retail Case 則р Healthcare Studies Powered by RAI and Onion Insights Pvt. Ltd.
Retail -足 Apparel CHALLENGE: When India's leading garment retailer asked us to streamline their SOPs across the country, we jumped at the challenge SOLUTION: We implemented a customised Mystery Shopping Program, benchmarked results, and provided conFnuous feedback to storefronts on a quarterly basis. The end result? Not a single customer goes by without being greeted with a smile, brand scores that conFnue to be upwardly mobile, and a Partner who's trusted their business with us for 2 years and running into the third year. Powered by RAI and Onion Insights Pvt. Ltd.
HealthCare CHALLENGE: Running an Integrity Mystery Audit Program for a chain of hospitals SOLUTION: This meant 鍖rst hand experiencing criFcal details like wait Fme for emergencies, how well the paFent is treated, and observing interacFons with nurses and doctors. We also reported on inconsistent pricing at various branches, doctors charging more than the set costs. Finally, we ran the same Program at other hospitals to do a compeFFve analysis on key areas of operaFon. We're glad we could work for beher healthcare, one hospital at a Fme. Powered by RAI and Onion Insights Pvt. Ltd.
AcFon Plan Powered by RAI and Onion Insights Pvt. Ltd.

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OI-Rai301012-the powerofmysteryshopping

  • 1. The Power Of Mystery Shopping Powered by RAI and Onion Insights Pvt. Ltd. Mumbai -足 30th October, 2012
  • 2. What Where When Why Case AcFon Who How Studies Plan Powered by RAI and Onion Insights Pvt. Ltd.
  • 3. There is only one boss. The Customer. He can 鍖re everyone -足 owner, managing director and employees -足 simply by deciding to spend his money somewhere else! Powered by RAI and Onion Insights Pvt. Ltd.
  • 4. 則р Mystery Shopping Is and Isnt 則р Types of Mystery Shopping What 則р Challenges faced by the Mystery Shopping industry Powered by RAI and Onion Insights Pvt. Ltd.
  • 5. Mystery Shopping Is and Isnt What Fashionable -足 yet need of the hour Magical Measurable Auto-足Pilot Moment of Truth Powered by RAI and Onion Insights Pvt. Ltd.
  • 6. Types of Mystery Shopping Mystery Visits Mystery Calls Mystery Emails Mystery Audits (Brand/Service SOPs) Integrity Mystery Audits CompeFFon EvaluaFons Powered by RAI and Onion Insights Pvt. Ltd.
  • 7. MS Industry Challenges MS = Knife Acceptance of Margin of Error The Ronco RoFsserie E鍖ect Low Entry Barrier CommodiFsed Powered by RAI and Onion Insights Pvt. Ltd.
  • 8. Where 則р Where can Mystery Shopping be conducted? Powered by RAI and Onion Insights Pvt. Ltd.
  • 9. Where is MS conducted Wherever there is a Customer interacFon, Mystery Shopping can be used as a tool to measure the Customers experience Mystery Shopping is used across all Industries If you have Customers, Mystery Shopping helps you measure your Customers SaFsfacFon Powered by RAI and Onion Insights Pvt. Ltd.
  • 10. When 則р When should Mystery Shopping be conducted and how oen? Powered by RAI and Onion Insights Pvt. Ltd.
  • 11. MS Times/Frequency Rotate visits between day parts and week parts Annually evaluate the EOSS once minimally Frequency primarily depends on the Fme taken to execute changes with the 鍖ndings Powered by RAI and Onion Insights Pvt. Ltd.
  • 12. Why 則р Why should you conduct a Mystery Shopping Program? Powered by RAI and Onion Insights Pvt. Ltd.
  • 13. Bene鍖ts of a MS Program Regularly monitors Customers observaFon on service quality IdenF鍖es successes and failures -足 thus enabling You to take correcFve measures MR is subjecFve whilst MS is objecFve and measureable Employees will RESPECT what you INSPECT now what YOU EXPECT Powered by RAI and Onion Insights Pvt. Ltd.
  • 14. Who 則р Who is Your ideal Mystery Shopping Partner? Powered by RAI and Onion Insights Pvt. Ltd.
  • 15. Ideal MS Partner MSPA CerF鍖ed Member Relevant Experience and Apt Knowledge on Best PracFses in MS References SophisFcated Online ReporFng Soware and ReporFng Methods Large base of Mystery Shoppers Extensive Procedures for Quality Assurance Quality of their Customer Service Powered by RAI and Onion Insights Pvt. Ltd.
  • 16. How 則р How to setup a Mystery Shopping Program for Your Brand? 則р How can Your Mystery Shopping Program pay for itself? 則р How to promote Your Mystery Shopping Program? 則р How to use the MS Data? Powered by RAI and Onion Insights Pvt. Ltd.
  • 17. Sefng up a MS Program De鍖ne Business Idea and Program ObjecFve Convert every relevant SOP to objecFve quesFons De鍖ne Your Customers pro鍖le and the scenario for the visit Develop Feedback mechanism Decide and follow-足up on AcFon Plans Periodically visit the quesFonnaire for modi鍖caFons Powered by RAI and Onion Insights Pvt. Ltd.
  • 18. MS can pay for itself Constantly training employees for Add-足on Sales and subsequently measuring the e鍖ciency Employees must know which products You want to sell, which products are pro鍖table and suitable to suggest as complements Powered by RAI and Onion Insights Pvt. Ltd.
  • 19. Promote Your MS Program Let employees know the Mystery Shop Program is in place and what is expected of them -足 this alone will oen change behaviour Share the quesFonnaire with employees before iniFaFon -足 get their input on the quesFonnaire Evaluate only those things that can be changed Promote the Program extensively with signs, cards, etc. Have a plan for using the 鍖ndings and publishing them in internal newslehers Powered by RAI and Onion Insights Pvt. Ltd.
  • 20. Promote Your MS Program Realize that the Mystery Shop scores are more re鍖ecFve of the organizaFon than the individual Always use the Mystery Shop Reports in a posiFve manner to gain acceptance of the Program Use the Mystery Shop Reports to target training and operaFonal adjustments Provide rewards to stores and employees for excellent Reports Powered by RAI and Onion Insights Pvt. Ltd.
  • 21. Using the MS Data Communicate successes and failures to the employees -足 via newslehers, intranet, etc. Train Managers to read and analyse reports Engage Your MS Partner to show reports online and present the results to the teams during company meeFngs Organise internal workshops to develop AcFon Plans together Powered by RAI and Onion Insights Pvt. Ltd.
  • 22. 則р Retail Case 則р Healthcare Studies Powered by RAI and Onion Insights Pvt. Ltd.
  • 23. Retail -足 Apparel CHALLENGE: When India's leading garment retailer asked us to streamline their SOPs across the country, we jumped at the challenge SOLUTION: We implemented a customised Mystery Shopping Program, benchmarked results, and provided conFnuous feedback to storefronts on a quarterly basis. The end result? Not a single customer goes by without being greeted with a smile, brand scores that conFnue to be upwardly mobile, and a Partner who's trusted their business with us for 2 years and running into the third year. Powered by RAI and Onion Insights Pvt. Ltd.
  • 24. HealthCare CHALLENGE: Running an Integrity Mystery Audit Program for a chain of hospitals SOLUTION: This meant 鍖rst hand experiencing criFcal details like wait Fme for emergencies, how well the paFent is treated, and observing interacFons with nurses and doctors. We also reported on inconsistent pricing at various branches, doctors charging more than the set costs. Finally, we ran the same Program at other hospitals to do a compeFFve analysis on key areas of operaFon. We're glad we could work for beher healthcare, one hospital at a Fme. Powered by RAI and Onion Insights Pvt. Ltd.
  • 25. AcFon Plan Powered by RAI and Onion Insights Pvt. Ltd.