Experience counts

Companies who have implemented NPS measurement systems are achieving positive commercial outcomes.

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Aussie Shoppers Rude Staff Bugbear

A recent Australian survey undertaken by Synovate Research has found that rude staff is the most loathed thing about the Australian shopping experience.  24% of those asked, stated that bad-mannered or pushy staff put them off shopping and a further 22% complained about staff who 'just couldn't be bothered'.  One shopper said; "The service in Australian shops is awful.  Often the shop assistants are talking to each other or completely ignore customers or there just aren't enough to assist."

There were also calls for separate shopping times for children and teenagers, and in some cases, calls for all children and teenagers not to be allowed in shops at weekends or in the afternoons!

A recent Realise Group survey of over 35,000 mystery shops conducted between July 2009 and 2010 also showed that just over 15% of shoppers felt that shop assistants were not making customer service their first priority.

These types of surveys and feedback can give Australian retailers a good feel for what they need to consider when better understanding their own customers experiences or creating future ones that keep their customers coming back.

"Creating a customer experience that keeps customers coming back requires an understanding of what is actually happening rather than what you think is happening at the coal face of your business", says Kate Gorman, Business Development Manager.  "As a business grows it becomes increasingly difficult to know exactly what it is your customers are experiencing particularly if you have stores that are a long way away from management staff.  If staff are pushy or bad-mannered most customers will walk away and never come back.  Very few let you know of their experience."

"At The Realise Group we work with many of Australia's leading retailers, small and large, to better understand their customer experience by pulling from the many tools we have to check on what's actually happening in your stores" says Gorman.

 

Posted 5 December 2011 by Jason Cook0comment

Our Clients Say...

"From a global perspective our company rated it as outstanding and one of the best Mystery Shopping programs we have seen. From our experience with The Realise Group, we would have no hesitation in recommending them as your Mystery Shopping Company."

Estee Lauder

"The mystery shopping program has been very well received in our organisation and has been a central part of an overall performance improvement program at Red Rooster. I would not hesitate to recommend The Realise Group as a mystery shopping supplier."

Red Rooster

"The Realise Group are responsive and always available. They are quick and helpful with queries, creating new reports, and helping us to ensure all data is correct. They understand our business and are great at anticipating our needs."

Foodco Group

"We have been very happy with the level of service provided to us, the responsiveness of the Group to our requests and the manner in which they conduct business. The quality of the staff conducting the surveys and the reports themselves has seen this program grow to be an important and valuable part of our annual Centre program."

Chadstone Shopping Centre

"The Realise Group provide flexible and comprehensive reporting and quick turnaround of results. Furthermore, they are reliable and easy to deal with and have a “make it happen” service approach that allows us to react quickly to changing needs."

7 Eleven

"Everything is managed professionally and efficiently, and no request is too much trouble. They have also used their expertise to recommend changes to the programs which have been very well received by the network."

Tatts Pokies

"After working with several mystery shopping companies, Michael Hill partnered with The Realise Group in 2008. Specialising in behavioural identification and interpretation, The Realise Group have successfully assisted us to make definitive changes in our service delivery. The data gathered by The Realise Group's field based analysts directly correlates to our core KPI's and is utilised by both senior and frontline management to effect positive behavioural change on the sales floor."

Michael Hill