Companies who have implemented NPS measurement systems are achieving positive commercial outcomes.
Both The Realise Group’s Mystery Shopping and Field Agent featured in moneyman expert Jason Cunningham’s segment on how to make quick money in last Friday’s episode of The Living Room.
Mystery Shopping using our Field Agent iPhone App was amongst Jason’s top 8 jobs to help pay off extra debts and bills. Field Agent Australia’s General Manager, Kate Gorman, was on hand to talk to Jason about how mystery shopping works and to explain how easy it is to earn quick cash using the iPhone Field Agent App.
Thanks to our client Lenard's for helping us out on the day of filming and to our friends at The Living Room for featuring us in their 8 jobs in 8 hours challenge!
For more information on how to become a mystery shopper using our Field Agent App go to www.fieldagent.net.au
To view the full episode of The Living Room featuring the segment on The Realise Group’s Mystery Shopping and Field Agent go to www.livingroomtv.com.au
“Is it me you’re looking for?”
Australian Study Reveals In-store Customer Experience
falls short of Customer Service Basics.
Results from the 2012 National Mystery Shop Survey conducted by The Realise Group from over 27,000 national shops in 2011- 2012 sheds new light on service levels provided within Australian retail stores.
The study revealed that despite slight increases from the previous year on a majority of the service standards measured the percentage of mystery customers who indicated that they would not return to they store they visited based on their experience remains at 11%.
“The results of this year’s study indicate that despite efforts to improve the in-store experience a surprising number of customers are missing out on the service basics that would make them inclined to return,” says Katie Miles, The Realise Group’s Managing Director.
“Data shows that staff still need to be encouraged to approach customers and offer assistance in order to ask the questions that determine their needs.”
87% of sales assistants are asking questions to determine the needs of their customers with only 78% actually approaching their customers to ask if they would like assistance.
“This year’s survey sees a slight improvement in the customer service levels measured within all sectors but doesn’t seem to have solved the issues of staff placing housekeeping responsibilities above serving the customer. The poor scores related to customer’s willingness to return to store suggests that a greater emphasis needs to be placed on hiring people with the right skills, behaviours and attitudes to inspire a great customer service culture,” said Katie Miles.
Staff in Food sectors led in making customer service their top priority with an average result of 94%, compared to 87% in General retailers and 82% in Apparel retailers.
95% of sales assistants in Apparel made appropriate product recommendations (up 2% on the previous years results), closely followed by General retailers with 92%.
With customer service one of the key differentiators over online shopping, the overall results of this study begs the question of retailers - what are you doing to ensure your staff will be prioritising customer service in 2013?
The Realise Group is an Australian Customer Research Company specialising in Mystery Shopping, Voice of the Customer, Reward & Recognition, Field AgentTM and Net Promoter ScoreTM (NPS) programs. www.therealisegroup.com.au
For more information contact : Jason Cook, Marketing Manager, Strategy & Business Development,
(+61) 3 9224 8707 or 0438 844 378.
Welcome to our latest edition of Realise News. The months ahead are bound to be fruitful for retailers with loads of consumers armed with Christmas shopping lists or post-Christmas shoppers hunting for a bargain. What better time to ensure that your customers receive the best possible experience with you? You have the opportunity to develop lasting relationships that could be very profitable for your business. So take action and ensure your customers' experience is the best it can be!
Even if you already have a Mystery Shopping program in place, a Drivers of Delight analysis will ensure that you are measuring the things that matter to your customers. We explain how this metric works and what it could mean for your business.
We also share with you an interesting case study in which Field Agent was used as an insights tool by an online shoe retailer and another example where Field Agent was used by the Australian Centre for Retail Studies (ACRS) to track consumer path-to-purchase behaviour.
Merry Christmas from all of us at The Realise Group.
Katie Miles, Managing Director.
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