MAJESTIC MRSS’s
Mystery Shopping Practice
mMS TM
mMS
ADVANTAGE
mMS Advantage
CUSTOM DESIGNED PROGRAMS
mMS helps business managers customize a
strategy for customer service management. Ever
company has different needs, so every strategy
developed by mMS is unique.
mMS Advantage
PROGRAM IMPLEMENTATION
Due to our large volume of regular mystery shopping
commitments, mMS maintains its own national
mystery shopping network. As a result, mMS has
100% control over the quality and the timing of the
work
mMS has a vast database of mystery shoppers
throughout the country. It is therefore easy to rotate
shoppers to ensure that each location is viewed with a
fresh set of eyes
mMS Advantage
PREPAIRING FOR THE ‘ SHOP ’
Shoppers prepare in advance for their mystery shopping
assignment by reviewing detailed specifications about each
client’s needs. The custom-designed mystery shopping
forms address those issues that are particularly important to
the client in the format that is easy for both shopper and
client to understand.
Armed with information about the business, the mystery
shopper visits the client’s locations. Simulating a normal
customer experience, the mystery shopper pays careful
attention to every detail of the visit, from the cleanliness of
the store to the friendliness of the employees, their sales
ability and their product knowledge.
mMS Advantage
PROJECT GUIDELINES
Detailed Operational Guidelines for field
Supervisors and mystery shoppers are
developed by mMS. This also ensures that
the client has detailed knowledge of the training
and mystery shopping process.
mMS Advantage
EXCEPTIONAL REPORTING
Because of our breadth of experience
conducting quantitative research
assignments, we develop customized
reports to longitudinally track and analyze
the mystery shopping guidelines. The result
is understandable data and actionable
recommendations
mMS Advantage
UTILISING REPORT INFORMATION
The original mystery shop reports are transmitted
to the client, along with quantitative analysis, if
desired. This transmission can be either electronic or by
mail. Clients use the information in a variety of ways,
including measuring training, identifying deficiencies
and rewarding exemplary employees. Both the mystery
Shopping reports and the data roll-ups become a key
Piece of the company’s customer service management
strategies.
mMS
TRAINING
mMS Training
- All Supervisors and mystery shoppers go
through levels of training.
- First, they are trained on the general principles
and best practices of mystery shopping.
- Second, for each assignment or wave of mystery
shopping research, they receive project specific training.
-Training includes role-playing and prompting on
various scenarios which may occur during the mystery shop.
- mMS shoppers do not “go-live” until they are fully briefed
and meet our standards.
mMS
SHOPPERS
mMS Shoppers
- mMS shoppers are mature, reliable, detail
oriented people with experience in customer
service.
- They have a critical eye for detail, an excellent
memory, a proven ability to follow instructions,
business background.
- All our shoppers are at least graduates and quite a few
of them are post graduate
Own national mystery shopping network
Vast database of mystery shoppers throughout the country
100% control over the quality and the timing of the work
All Supervisors and mystery shoppers go through levels of training
shoppers are mature, reliable, detail oriented people with experience in
customer service
mMS
QUALITY
mMS Quality Assurance
Before mystery shopping reports are transmitted
To the client, each one is carefully reviewed by
our Quality Assurance Team to ensure that the
shoppers has addressed all of the issues
important to the client.
mMS
CASE STUDIES
mMS Case studies
Background : Seven Computer Training
institutes merged to form one company but the
consolidation failed to unite the different cultures
And style of doing business at the various locations
resulting in poor customer satisfaction surveys.
Objectives : To merge cultures into one service
philosophy and one medical practice.
Results : Independent customer services studies showed
improvement following an eight-month campaign of
mystery shopping analysis and training programs
designed for management and employees.
Client Objective :
mMS Case Studies
A travel company had the following objectives-
- To establish company best practice through key performance indicator
- To evaluate current level of service and ability of individuals from the sales teams
through a programme of telephonic mystery shopping.
- To compare current sales and service levels against agreed measures
- To identify opportunities for development through training workshops
- To build confidence, motivation and enthusiastic sales team that will consistently exceed
targets contributing to personal satisfaction and growth in organisational market
share.
Action :
- The mystery calls were recorded to lap top computer and then replayed
In the following up workshops. Delegates were encouraged to give each
other feedback and identify examples of excellent service and sales
ability, as well as areas for improvement .
- The whole exercise was incredibly positive once everyone had recovered from the initial
shock of hearing themselves on tape. This process will be repeated
every month throughout 2004.
Results :
Since the beginning of the mystery shopping programme in Jun 2003 the travel
company has seen a steady improvement in their conversion level and average
profit per booking.
mMS
KEY CLIENTS
mMS Key Clients
FMCG ICT Pharmaceutical Others
Johnson & Hewlett Packard GlaxoSmithKline British Airways
Johnson Microsoft Novartis Lufthansa
Unilever Dell Ranbaxy Levis
Kellogg’s Nokia Bayer Femina
Nestle Intel Sanofi-Aventis Toyota
General Mills IBM AstraZeneca Castrol
Procter & Gamble Yahoo Bristol-Myers Vodafone
Cisco Abbott Labs ICICI
Motorola Visa
Siemens Jaguar
Alcatel-Lucent Deloitte
Kaspersky Lab Pro-Mexico
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