Lambing at Willows Farm Village.
Willows Farm Village is the largest independent farm attraction in the UK with more than 500,000 visitors each year. For the past three years Willows has integrated the Shopper Anonymous mystery shopping programme into its business in order to receive consistent ongoing comprehensive feedback to develop their team and the whole customer experience. On a regular basis more than 30 staff are mystery shopped in a single visit which covers the experiences at the entrance, the indoor play centre, on the farm park, the restaurants, the farm shop, the gift shop as well as the web and phone experiences.
Team members are rewarded for delivering an exceptional customer experience either through our ‘on the spot recognition’ programmes where our team member reveals their identity and offers the team member a reward on the spot or through the ongoing internal reward programme.
Andrew Wolfe, the chief executive of Willows, says:
“The service provided by Shoppers Anonymous gives us a real insight to the experience we give seen through the eyes of a customer. The reports are clear and truthful and our staff have responded very positively. In a difficult economic climate customers will be even more discerning with their discretionary spending and we believe that the mystery shopping service offered by Shopper Anonymous represents excellent value for money, will help us to improve our service and in turn help us to become more attractive to customers.”
In more recent times we ran a project which involves mystery shopping Santa Claus and BBC Radio Five Live’s breakfast show transmitted a story from Willows, which involved taking a family through the whole Santa experience – needless to say the customers rated the experience as 10 out of 10. Willows is a good example of a business that truly cares for its customers and constantly strives to ensure they all have a great experience.
