FloorWalk | Case Study for Mystery Shopping

Performance and Integrity Check

FastFox is the destination to choose from thousands of residential homes available for rent. The objective of this activity was to check the performance of sales executive and integrity breach.

Every sales executive checkpoint is trained and audited monthly to improve overall customer service index and check integrity breach.

Objective

FastFox is the destination to choose from thousands of residential homes available for rent. The objective of this activity was to check the performance of sales executive and integrity breach. The sales executive was being audited on the lines of their selling skills and property knowledge. The motive was to understand whether the sales executive is loyal towards their brand.

Approach

The approach adopted to successfully deliver the scope of work was as under :

Staff loyalty, enquiry raising, pre-visit appointment, field sale analysis, post visit follow-up. All the major norms set by the brand were checked during the audit process.

The challenges we faced were:

Auditors do not get the appointment call and visit call for property visit. At the time of property visit auditors has to wait for sales executive even after appointment and time was fixed

Outcome

Due to conduction of audits many integrity breach were found. Sales executives and volunteers agreed to show property outside Fast fox. Auditors have started getting monthly call for appointment and visit, which was a major challenge earlier. The executives were audited on a monthly basis to check their performance and loyalty.

Yield

Closed Loop
Reporting

Through FloorWalks platform, the client could effectively track which branches have not followed process compliances, the branches that had integrity issues and the branches which had customer service issues.

Client/Storewise
Performance

Reports are segregated according to the cities, states & regions. They can further be drilled down to area wise reporting to reward area / city managers. The reports were also used to decide incentives for further members of the hierarchy.

Audio/Video
Proofs Attached

All the reports are attached with audio proofs to further present a concrete plan on the compliance checks. These proofs were further used to incentivise / let off staff and management.

Track
Upcoming Audits

Mystery shopping being a continuous activity for any brand, the clients are given a chance to track audits real time and see which stores are auditing at what time & dates to further keep an eye on the store.

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