FloorWalk | Case Study for Mystery Shopping

Stock Audit for a Leading Smartphone Brand

Every customer checkpoint is trained and audited monthly to improve overall customer service index.

Objective

Oh so stoned is the first of its kind of glacial stone parlors where real desserts are fused with the ice creams to get the taste of the real deal! The objective of this activity was to check the selling skills and performance of the franchises for Oh so stoned outlets. The staff was being audited on the lines of their selling skills and product knowledge. The motive was to understand whether the staff is compatible enough to understand all customer queries and stand by the brand reputation.

Approach

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

Entrance, Outlet Ambience, Ordering Process, Staff Analysis, Speed of Service, Service Quality, Hygiene and Cleanliness, Food quality analysis, Billing and Checkout. All the major norms set by the brand were checked during the audit process.

The challenges we faced were:

The project consisted visits at Individual outlets and Food courts at Mall. As compare to Individual outlets, it was difficult to evaluate Food courts at mall on specific parameters. Example: Parking space availability.

Outcome

In the first month

In certain stores the staff energy level and cleanliness was a major problem and to address that the staff was given formal training on the outcomes of mystery audit reports

In the second month

More intense scenarios were created and staff situation handling skills were tested. Cleanliness also improved. The stores were audited on a monthly basis at individual outlets and food courts at mall.

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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