ServeIntel ! has two prominent modules
• Facility operations / experiential audit using mystery shopping methods
• Front end staff enablement
Purpose : Mystery Shopping
Intelligence studies that involve facility operations / experiential audit using mystery shopping
methods.
Process : Mystery Shopping
As an optional segment, we do short exit interviews to develop the CEI (Customer Experience Index).
To Deliver: Mystery Shopping
The star index can further be crossed with various secondary parameters
such as footfalls and turnover data to deliver further actionable insights.
. An "effective" front-end staff
could impact sales by upto 30%
. More than 70 % consumers
attribute their best customer
service experience to store
employees, and over 80% their
worst customer service
. Some drug stores are staffed by
"nurse practitioners" to help the
patient who is in a hurry and
doesn't want to go to a doctor
. Effectively meeting customer
expectations could reduce
operating budget fixing issues
related to poor customer service
by upto 75%
