Over the past 4 years Mayo Wynne Baxter have embarked in a comprehensive mystery shopping programme to ensure their service standards are consistent across all locations and within each department.
http://www.shopperanonymous.co.uk/services/mystery-shopping/
The programme involves a variety of mystery shopping scenarios including walk in enquiries, phone enquiries – both in and out of hours and website enquiries. The programme tests product knowledge and more importantly the ability to relay messages and information through the business to the fee earner to ensure the customers request is fully serviced.
Lara Squires the group’s Business Development Manager explains how the programme has worked.
“When we first started the programme we ran a pilot which involved a number of mystery shops to all of our offices. The feedback gave us a benchmark of our current service standards and very quickly we were able to develop a plan to get us to where we wanted to be. This included engaging Shopper Anonymous to run a conference for all of our 240 staff which informed the teams about the mystery shopping and the key messages from the exercise. It was also a good opportunity to give the team some new service ideas and strategies. We then tailored the mystery shopping questions and scenarios to begin an ongoing programme across the group. We linked this with reward and recognition and team members were rewarded ‘on the spot’ by our senior partners for those who delivered a great customer experience.”
“The programme has been extremely beneficial and has ensured we can stay ahead of our competition for both our advice and service. An excellent investment.”
