Mystery Shopping Proposal

Transcription

1 ABOUT AXIS Risk Management Services An ISO 27001: 2005 Certified Company THE CONCEPT Quality first and foremost MYSTERY SHOPPING Evaluate your brands AXIS VERIFORTE SERVICES #570, 3rd Floor, Sri Sai Towers HMT Layout, 2nd Block, Vidyaranyapura Main Road, Bangalore Phone: wwwaxisverifortecom AXIS SERVICES In a high quality environment Mystery Shopping Proposal

2 ABOUT AXIS Experts at your service Make us work for your market research ABOUT AXIS Axis Veriforte Services Pvt Ltd, is an ISO 27001:2005 certified Risk Mitigation Company and a part of India's pre-eminent Risk Management group AXIS Axis Veriforte provides a range of Risk Mitigation Services for some of top multinational & Indian companies thus helping them to make improved decisions in their respective business processes Our services include: HR Risk Mitigation, HR Exit Interview, Financial Risk Mitigation and Mystery Shopping Services Mystery shopping aims to simulate real customer shopping in various scenarios to enable an evaluation of the quality of your customer service, benchmarked against your own quality objectives THE AXIS ADVANTAGE Tailor-made services Our team of Researchers and Forensic analysts can take care of your entire Requirement, Planning, Designing, Scheduling the project Follow the results in real time We can set up a secure cloud platform to enable you to follow the assignment and download the results in real time Quality of reports The process includes stringent quality checks for all reports through a dedicated quality assurance & controls team, and also a random audit of reports by our Quality Audit team Axis Methodology We carry out your research in 7 clear steps: 1 Validate your requirement & analyse 2 Project Scheduling, planning & designing questionnaire 3 Pilot Run & Project Execution 4 Data Collection & Review 5 QC/Audit Review 6 Review Findings & Action Plan 7 Reporting & Invoicing 24/7 REPORTS ACCESS INDUSTRY LEADING TAT DEDICATED TEAM TO PAN INDIA ONLINE TRACKING EACH ASSIGNMENT SERVICES

3 THE CONCEPT Quality first and foremost Quality first and foremost MYSTERY SHOPPING Mystery Shopping is a speciality service to evaluate: Customer Experience Operational Efficacy Employee Integrity Merchandising Service / Product Quality Benefits of Mystery shopping Monitors and measures service performance Improves customer retention Makes employees aware of what is important is serving customers Reinforces positive employee/management Provides feedback from front line operations Monitors facility conditions- assets protections Ensures product/service delivery quality Supports promotional programs Audits pricing & merchandising compliance Allows for competitive analyses Compliments marketing research data Identified training needs and sales opportunities Education tool for training and development THE AXIS ADVANTAGE Reporting Standards Axis produces quantitative report (actual customer feedback with data mining done) and qualitative report considering all indices as proposed by Axis with due observation and inferences Our statistical report proposes Store ranking based on overall ranking and parameter wise ranking considering the Tier city stores on PAN India basis Thus identifying the exact area of performance upgradation opportunity AUTOMATED WORK FLOW HIGHLY TRAINED PERSONNEL TAILORED QUESTIONNAIRE QUALITY REPORTS RESEARCH EXPERTS

4 SERVICES In a high quality environment Mystery shopping a click away! SERVICES We offer a wide range of custom tailored services Customer Service Evaluation Merchandise Integrity Evaluation Store/Branch Standards Evaluation Competitor Performance Evaluation Competitor Price Comparison Associate Integrity Evaluation Associate Morale Evaluation Associate Incentive Program Growing consumer demands and the consequent response of leading business houses have created a more complex and competitive marketplace one that requires being more adaptive to customer needs and more aggressive at exploiting their unique capabilities to meet those needs MYSTERY SHOPPING METHODS Physical Mystery Shopping Postal Mystery Shopping Customer Satisfaction Research Telephone Mystery Shopping Online Mystery Shopping Full Narrative Shopping (Qualitative) Incentive Based Mystery Shopping Competitor Mystery Shopping More than 500 Trained Professionals Service available throughout India RISK MITIGATION SPECIALISTS Our Approach - Dependable & Ethical Mystery Shopping and more DATA SECURITY - ISMS SOLUTION FOR ALL YOUR NEEDS COST EFFECTIVE PRICING

5 MYSTERY SHOPPING Evaluate your brands 1 in 4 companies regularly use mystery shopping to evaluate its brand MYSTERY SHOPPING PROCESS YOUR NEEDS Do you have a specific issue within your stores/organization? Mystery shopping enables you to find the solutions, from quality of service (welcome, advice and presentation) to putting in place an overall commercial strategy (the right vocabulary, sales performance etc) OUR SOLUTIONS By defining the specific issue with you, we can then propose the right solution Our broad panel enables you to analyze the current market with total objectivity We will submit a fully detailed report on our mystery shopping visits with proposals for solutions Example of a recent project: a readyto-wear clothing store The mission: Auditing the quality of customer service in a ready-to-wear clothing chain The profile of candidate sought: Women, aged 18-25, who frequent the chain in question The scenario: Enter the shop, browse around, try various garments, hesitate, ask for advice from a member of staff and make a purchase Attention should be paid to the member of staff s capacity to listen, the quality of their advice, their patience and enthusiasm and more Problem & scenario Mystery client & Mystery visit Secure Cloud Platform Forward Preparation Plan, Design and Execute ISMS Certified Organization

6 THE PROCESS Process Flow Together, we achieve what you aspire for Axis Methodology Schedule

7 AXIS VERIFORTE SERVICES #570, 3rd Floor, Sri Sai Towers HMT Layout, 2nd Block, Vidyaranyapura Main Road, Bangalore Phone: