Retail Mystery Shops
Good service is not just something Americans expect; it is something they are willing to pay for. An American Express survey said 70% indicated they are willing to spend up to 13% more with companies they believe provide excellent customer service. Are you one of them?
The retail industry covers a wide range of categories: luxury goods retailers, department stores, off price and discount outlets, gas/convenience stores and grocery stores, just to name a few. No matter how different they seem, all have one thing in common: delighting customers is the key to success. For every type of retail business, it is far more expensive to attract new customers than it is to keep the ones you already have. More importantly, your current customers are your most profitable ones. They are the ones most likely to buy from you again and again and they typically do so at full retail value.
Jancyn can provide consistent, objective data on how your retail stores are serving your customers. Are your staff members reinforcing your brand standards, following the operating procedures you have trained them in, communicating clearly, engaging with your customers, providing the right information and advice?
We can help you develop the right programs and surveys with questions and scoring to give you visibility across your stores. The unbiased feedback provides those insights, identifies areas of strength and weaknesses, spots outliers, and enables you to focus on areas for improvement.
Supermarket and Grocery
If customers are not having positive experiences at your stores, they may not return. In addition to good value, grocery customers are looking for a clean and safe place to shop, personnel who are friendly and can knowledgeable answer questions as well as fast and accurate checkout experience. In key departments, such as produce, do you have experts on staff who can help customers make buying decisions? A mystery shopping program can provide you that data across multiple departments as well as the overall store experience.
Discount retailers are thriving in today’s economy. Customers want a bargain. They also want to be able to find what they are looking for. Jancyn secret shoppers can audit departments in your stores to inform you when an excess of products is mis-shelved due to mixing categories and/or sizes. Your customers cannot buy what they cannot find.
Do you have fitting rooms? Are your attendants monitoring the items that are going in and coming back out of the fitting rooms? Jancyn can help identify whether procedures are being followed consistently, helping to prevent losses.
Specialty retailers focus on what they do best. They hire people that are passionate about their jobs. Their staff should go out of their way to help customers and treat each one like they are the most important person in the world. Their staff should go out of their way to assist customers and create rapport making that person feel like the valued customer they are.
If a customer brings an internet quote from the competition, how will your staff react? If a purchase from your store requires assistance loading it into a car, how is that experience? What happens when someone needs to return a purchase? Does your staff persuasively communicate the features and benefits of your offerings to your prospective buyer? Can they ‘upsell’ in a natural way? Do they have answers to common objections?
Jancyn mystery shoppers will call and/or visit your stores to observe and report on their experiences. This allows you to identify and address issues, surface training needs, and reward star performers.
Convenience Stores and Gas Stations
Are your facilities and parking clean and well-lit? Does it feel safe? If you sell alcohol, is your staff requiring id for anyone looking 30 years old or younger? Is your staff paying attention to your marketing specials and communicating them to your customers?
A Jancyn mystery shop program can monitor and report compliance across your stores.
Does your brand assign representatives to assist retailers to engage with customers, provide expert knowledge, help promote sales? Are the representatives at the store when they are supposed to be? Are they engaging customers? How are their listening and interpersonal skills? Are you getting the right value from their efforts?
Jancyn can assign mystery shoppers to stores across multiple retailers to provide you the feedback you need to maximize your representative’s impact.