FloorWalk | Case Study for Mystery Shopping

Sales Process Analysis for a Fitness Brand

Every store staff is trained and audited monthly to improve overall customer service index

Objective

SMAAASH is one of India's acclaimed gaming and entertainment centres that marries sports, virtual reality, music and dining into an immersive, evolved, interactive and innovative social experience. The objective of this activity was to check the staff service and maintenance of outlet and billing procedure. The staff was being audited on the lines of their service and game 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 :

Pre-visit calls, billing process, customer service, games sections, food & beverage, party handling enquiry and washroom. All the major norms set by the brand were checked during the audit process.

The challenges we faced were

Games unavailability, waiting time for games is long, no name badge is worn by staff,

Outcome

Due to conduction of audits, staff service has been improved, staff members has started wearing name badge, cleanliness of the stores has improved. Firstly the stores were audited only on weekends and now the stores are being audited on both weekdays and weekends between the timing 1PM to 10:30 PM.

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 / video 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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