Case study
Consumer Experience and Staff Mystery Audit
Shaadi.com is an online wedding service. Its core market is India, but it operates globally, with offices in Canada, the UAE, the United Kingdom, the United States. The objective of this audits were to know the staff knowledge, customer handling skills and Exterior /Interior branding of store etc.
Every customer checkpoint is trained and audited monthly to improve overall customer service index.
Step through how the project ran, from brief to result.
What the brand wanted to know
Shaadi.com, The World's No.1 Matchmaking Service, was founded with a simple objective - to help people find happiness. Shaadi.com is a social networking site specializing in matchmaking and not just a matrimonial service. The motive of these audits were to understand whether the staff is compatible enough to understand all customer queries and stand by the brand reputation.
How FloorWalk ran the audits
What was checked
The approach adopted was to successfully deliver the scope of work was as under: Staff grooming, Soft selling skills, Store ambience, along with Pre-visit call, Center visit and Post visit follow ups. All the major norms set by the brand were checked during the audit process.
What changed on the ground
In the first month: In certain stores the staff knowledge and selling skills were a major problem and to address that the staff was given formal training on the outcomes of mystery audit reports. No proper exterior branding was also an issue in some of the stores. The scores increased next month on the same parameters.
In the second month: Staff handled customer problems better than first month, along with that proper exterior brandings were observed in most of the stores. The stores were audited on a monthly basis on weekdays on peak hours.
What the Shaadi.com team could do with FloorWalk's platform and reports.
Through FloorWalk’s 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.
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.
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.
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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