QDOS – Customer Experience

Do you deliver your promises – consistently?

The performance of individual Team members in the course of interacting with Customers is critical to Customer Satisfaction so not only will our reports highlight the good & the not-so-good in relation to furnishings, food and so on – they will also focus very much on the presentation & interpersonal skills of all Team members encountered during their visit.

Our Shoppers take on the role of typical Guest / Visitor / Customer and will generally merge into the crowd and just go with the flow. However, if you would like them to prompt your Team at all by asking specific questions or even raising a mild complaint or grumble then this kind of behaviour can be included where appropriate. Similarly if you would like to assess your Team’s confidence in providing service to customers with specific needs then we can arrange this for you.

Visits can be partly or fully evidenced by audio/video-recording. Please see Mystery Shopping Overview for further details.

General – aspects applicable to most types of Customer Experience

  • External appearance of premises
  • Directions supplied / given on website
  • Signage
  • Speed of acknowledgement
  • Warmth of greeting
  • Ambience of the environment e.g. temperature, lighting, music
  • Speed of service
  • Selling skills
  • Appearance
  • Product knowledge & interpersonal skills of Team members
  • Attentiveness & attention to detail
  • Payment procedures – security & cash-handling
  • Warmth of farewell

Hotel Overnight stay

Stays can be Business-orientated i.e. midweek single occupancy or Leisure-orientated i.e. weekend double or family occupancy. Specific aspects for feedback, other than those listed above, might include:

  • Parking
  • Check-in
  • Bedroom presentation
  • Bar & Restaurant
  • Dinner
  • Health Club
  • Night Service
  • Sleep quality
  • Breakfast
  • Check-out
  • Brand standards

Sales-related feedback can be provided with regard to the handling of the initial Reservation enquiry – this can be by web or by phone. Further discounted options to include a Health Club membership enquiry &/or Event enquiry after check-out. See Buying Experience

Restaurants, Cafes & Bars

1-2 hour visit transacting with as many different members of your Team as practical and experiencing a good range of cold drinks, hot drinks & food. Specific aspects for feedback, other than those listed above, might include:

  • Food & drink choice / displays
  • Presentation on the tray / plate
  • Quantity & Quality of food & drink served
  • Toilet facilities
  • Brand standards

Sales-related feedback can be provided with regard to the handling of the initial Restaurant phone booking. Further discounted option to include a casual enquiry during the visit for e.g. a Christmas Party. See Buying Experience

Retail

An appropriate length of visit based on the size of the outlet. Specific aspects for feedback, other than those listed above, might include:

  • Store Presentation
  • Promotions and Point-of-sale displays
  • Brand standards

Sales-related feedback can be provided with regard to the handling of the initial phone or web enquiry e.g. re: product availability or price. See Buying Experience

Visitor Attractions

An appropriate individual, couple or family visit for a suitable length of time to take in all aspects of the attraction from Santa’s Grotto to Stately Home or Theme Park – picking up on all the same aspects as detailed in the above categories as applicable. Specific aspects for feedback might include:

  • Parking
  • Toilet facilities
  • Clarity of ticket options
  • Selling of Attraction
  • Guidebook

Further Sales-related feedback can be provided with regard to the handling of an initial enquiry – this can be by web or by phone and may relate to opening times, catering facilities or a specific enquiry re: the nature of the attraction. See Buying Experience

 
 
 
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