Cobbs Farm Shop & Kitchen: owned and operated by Country Food & Dining.
The Country Food & Dining Company currently operate four farm shops in the UK and are one of the larger growing groups. Tom Newey, their Operations Director, explains how the Shopper Anonymous programme works.
“We have each of our four shops (Woodys, Cobbs, The Good Life and Greenfields) mystery shopped at least once a month. This gives my managers and myself regular consistent feedback which then allows me to benchmark our service standards across the group.”
“As Shopper Anonymous specialise in this sector they understand the product knowledge and service standards that are expected to impress customers. They will therefore use tailored scenarios to test our team’s product knowledge, which as a niche provider, is vital to our business.”
“For the past two years we have seen some real improvements in our service standards which have undoubtedly helped us to improve our profitability.”
“We have also engaged Shopper Anonymous to train all of our teams in customer service standards, which we found both motivational and very thought provoking.”
“Not only are Shopper Anonymous very good at mystery shopping and training but they also help us run our manager away days that has ensured we have real clarity and purpose when the management team meets. The actions from these meetings can often link back to the mystery shopping programme to ensure that we ‘walk the walk’ at shop level.”
