The analysis of the staff performance and service quality of a company in Tajikistan has been completed. The client’s goal was to evaluate the effectiveness of the employees’ work and the level of customer satisfaction with the company’s products and services, so that based on the results, the client could assess customer loyalty and take measures to eliminate service errors.
The mystery shopping methodology is frequently used by companies in various market segments in Tajikistan to identify mistakes or shortcomings in the work of employees who directly interact with customers.
The latest order for this work came from a local company that constantly monitors customer loyalty and wanted to know how satisfied their customers were with the staff’s performance. This method allows the company to assess employee performance from the consumer’s perspective and take timely measures to improve service quality.
The primary tasks of the specialists at “Tahlil va Mashvarat” included creating scenarios for each shopper, conducting training for secret shoppers, and developing questionnaires that the shoppers were to complete immediately after their visit to the company’s retail locations.
The client’s objectives were as follows:
- Monitoring compliance with internal customer service rules;
- Contributing to the enhancement of customer loyalty;
- Evaluating staff professionalism, how they greet and escort customers, and how timely they resolve customer issues;
- Assessing the effectiveness of how company products are promoted by employees, and more.
What the mystery shopper evaluates: Of course, the evaluation criteria depend on the company’s business sector, but the main points of the evaluation form for data collection are as follows:
- The appearance and cleanliness of the retail location, placement of advertising materials;
- Staff appearance and the presence of corporate uniforms;
- Execution of all sales techniques (greeting, presentation, handling objections, farewell, etc.);
- Staff knowledge about the products, services, dishes, etc., being sold;
- Staff honesty;
- The offering of special promotions by the staff;
- Friendliness and empathy;
- The speed of staff response (greeting customers in the retail space, taking orders, food preparation time, queue at the checkout, delivery time, etc.).
During the research, secret shoppers were directed to more than 200 retail locations of the company. The corresponding findings of the study were included in an analytical report and sent to the client.
