Mystery Shopping Service For UK Bakery Chain

Mystery shopping across UK bakery chain

A bakery chain asked our mystery shoppers to assess customer service levels and their staff’s ability to sell higher priced sandwich items. A client-facing league table as produced and underperforming stores were identified

Objective

• Mystery shop each month, provide feedback and a league table by company and area.
• Assess the performance across their shops to ensure good quality of service.
• Identify areas in which they can improve

Methodology

• All stores visited on weekdays between the hours of 11 am and 2 pm
• Our associates completed a questionnaire consisting of 20 questions on each visit
• On each visit, our associates were required to order a sandwich to assess their customer service experience and the staff’s capabilities of attempting to up-sell to a higher priced item.
• Our team also monitored whether the staff recommended a coffee with their sandwich purchase and if a loyalty card was given.

Outcome

• Full feedback and results were provided back to our client.
• Assosia also created a league table by company and area for quick insight into the shops visited.
• The results provided allowed our client to focus on the stores which were not performing as well as others and take the appropriate action.

Example of summary presentation provided