Solution Research Services :Solution Research Services Connecting you to your customers Mystery Shopping Program


Slide 2:ystery Shopping Service ystery Shopping Type y Distinctiveness (Questionnaire Design) ystery Shoppers anagement, Briefing & Shopping apping & Grading of Shopper’s Report easurement, Compiling & Reporting (Online) ining & Data analysis (Added Advantage) SRS’s


Slide 3:Mystery Shopping Service


Custom Designed Services :Custom Designed Services Customer Service Evaluation - Identify customer satisfaction levels, sense of urgency levels, policy compliance, selling skills and adherence to operational guidelines. Merchandise Integrity Evaluation - Focus on merchandising and point of purchase issues; including, but not limited to, the stocking, placement and pricing of specific merchandise and POP materials. Store/Branch Standards Evaluation - Concentrates on facility appearance and/or product quality. Competitor Performance Evaluation - Identify performance levels; including, salesmanship, selling skills, employee personality, merchandise issues and store/branch standards. Competitor Price Comparison - Provide actual and current pricing and product representation.


Custom Designed Services :Associate Integrity Evaluation - employees evaluated covertly in order to measure/determine their honesty. Associate Morale Evaluation - indicates employee's attitude toward their job and/or the company they work for. Associate Incentive Program - on the spot recognition/rewarding when employees provide or achieve customer satisfaction or adhere to company promotions. …..Growing consumer demands and the consequent response of leading business houses have created a more complex and competitive marketplace one that requires being more adaptive to customer needs and more aggressive at exploiting their unique capabilities to meet those needs. Custom Designed Services


Slide 6:Mystery Shopping Type


Mystery Shopping Types :Mystery Shopping Types Physical Mystery Shopping …..A visit is made to our clients’ store/branch by one of our experienced surveyors, posing as a ‘real customer’. Using agreed scenarios, they will record the actions taken by your staff on a tailor- made questionnaire. Telephone Mystery Shopping …..Many potential customers will have their first dealings with your business over the phone. Are clients’ staff creating that all important good first impression are they polite and knowledgeable about the services and goods that you offer? Our telephone call surveys provide clients with a comprehensive report and digital recording of each call.


Mystery Shopping Types :Online Mystery Shopping …..In an ever- changing world of technology, increasing numbers of customers will be contacting companies by email or via the internet. This form of evaluation allows us to access response times and quality of response to emails, including whether our clients’ website is user friendly and informative. Postal Mystery Shopping …..Many customers will approach your business by telephone, Internet or email, resulting in information and products being posted. We can monitor the speed and quality of this response from request to receipt. Customer Satisfaction Research …..We can survey your customers by telephone, or at your business location. We can tell you what they really think of your service and products and what they would like you to change or improve. Mystery Shopping Types


Slide 9:SRS’s Distinctiveness


SRS’s Distinctiveness :SRS’s Distinctiveness Adherence to Client’s Objective SRS helps business managers to customize a strategy for customer service management Every company has different needs, so every strategy developed by SRS is unique


SRS’s Distinctiveness :SRS’s Distinctiveness Questionnaires designed by SRS, necessarily provides objective meeting the client’s goal. Questionnaires designed are easy for shoppers to complete and includes specific examples where necessary to clarify the point of evaluation for the shopper. Multiple response questions are used to allow shoppers to check off the features and benefits that are mentioned during the shop Some questions may be more important than others – a point/scoring system for questions emphasize by SRS about the most important issues A scoring system, which is strongly recommended by SRS, appropriate weights the importance of questions


SRS’s Distinctiveness :Implementation Due to large volume of regular mystery shopping commitments, SRS maintains its own national mystery shopping network. As a result, SRS has 100% control over the quality and the timing of the work SRS has a vast database of mystery shoppers throughout the country. It is therefore easy to rotate shoppers to ensure that each location is viewed with a fresh set of eyes SRS’s Distinctiveness


Slide 13:SRS’s Mystery Shoppers


SRS’s Mystery Shopper :Identifying Sources :- SRS registered Mystery Shoppers through network of friends, friends of friends etc. and the list is growing. It has made the process of shopper profiling easier. SRS has developed a pool of mystery Shoppers from the internal resources and from various social communities. Mystery Shoppers are present across India whereby the social networking sites have played a big support. SRS’s Mystery Shopper


SRS’s Mystery Shopper :Profiling & Training :- SRS has made different shoppers segment (demographic & psychographic) to cater the need for different sector & industries. All our shoppers are from diverse academic & professional background. Training criteria is stringent and parameters set. Training is essentially imparted to the Shoppers through a series of observatory quizzes and materials developed by SRS essentially focusing on the customer service parameters and cross sell initiative parameters. The USP of SRS Mystery Shoppers is strictly adherence to the criteria that the Mystery Shopper does actual shopping to gain the real time shopping experience, thus having minute details of all the parameters designed in the process. SRS’s Mystery Shopper


SRS’s Mystery Shopper :Reporting :- SRS has designed a model at which the Mystery Shopper has to submit the experience report within 4 hours of shopping done, to ensure that his/her experience does not dilute with the time elapses. Mystery Shopper is asked to fill a quantitative questionnaire, scientifically designed by SRS. The questionnaire gives a quantitative customer experience report. Mystery Shopper is also asked for the overall satisfaction level at the scale of 5 in all the parameters of the shopping done. This essentially is done to ascertain the shoppers approach towards being demanding. For example in the Parameter say “transaction speed”, A shopper is happy to spend 20 minutes at till in city like Trivendrum but a shopper in Mumbai would be looking at spending less than 5 minutes. SRS payment structure for the mystery shoppers essentially done on the quality of reporting, as we don't fix up any certain amount for the reporting, but we ensure that we keep our mystery shoppers database intact through quality reimbursement of their efforts and time invested. SRS’s Mystery Shopper


Slide 17:Management, Briefing & Shopping


Management & Briefing :Project Guidelines Detailed Operational Guidelines for Field Supervisors and mystery shoppers are developed by SRS. This also ensures that the client has detailed knowledge of the training and mystery shopping process. Management & Briefing


Management & Briefing :All Supervisors and mystery shoppers go through levels of training. First, they are trained on the general principles and best practices of mystery shopping. Second, for each assignment or wave of mystery shopping research, they receive project specific training. Training includes role-playing and prompting on various scenarios which may occur during the mystery shop. SRS shoppers do not “go-live” until they are fully briefed and meet our standards. Management & Briefing


Shopping :Preparing for the ‘SHOP’ Shoppers prepare in advance for their mystery shopping assignment by reviewing detailed specifications about each client’s needs. The custom-designed mystery shopping forms address those issues that are particularly important to the client in the format that is easy for both shopper and client to understand. Armed with information about the business, the mystery shopper visits the client’s locations. Simulating a normal customer experience, the mystery shopper pays careful attention to every detail of the visit, from the cleanliness of the store to the friendliness of the employees, their sales ability and their product knowledge. SRS considers different visit time at different working days as per importance for any client. SRS normally visit thrice a month( for monthly audit)  to that stores/branch to validate the outcome. SRS consider weighted average of all the store visits for better outcome. Shopping


Slide 21:Mapping & Grading of Shopper’ Report


Slide 22:Before mystery shopping reports are transmitted to the client, each one is carefully reviewed by our Quality Assurance Team to ensure that the shoppers has addressed all of the issues Important to the client. Mapping & Grading


Slide 23:Measurement, Compiling & Reporting (Online)


Measurement, Compiling & Reporting (Online) :Exceptional Reporting Because of our breadth of experience conducting quantitative research assignments, we develop customized reports to longitudinally track and analyze the mystery shopping guidelines. The result is understandable data and actionable recommendations. m8 produces quantitative report (actual customer feedback with data mining done) and qualitative report considering all indices as proposed in M8 with due observation and inferences. m8 report proposes Store ranking on Pan India Basis considering the Tier city stores. The ranking of stores will be overall ranking and parameter wise ranking also. Thus identifying the exact area of performance upgradation opportunity and exact area of good performance patting to the stores. The report is prepared with the weighted scores given to each question in all designed parameters for the client. Measurement, Compiling & Reporting (Online)


Slide 25:Mining & Data analysis (Added Advantage)


Mining & Data analysis :Utilizing Report Information Clients use the information in a variety of ways, including measuring training, identifying deficiencies and rewarding Exemplary employees. Our commitment to customise and add value to Mystery Shopping Report is one of the main reason to create differentiation among competition. Our Mystery Shopping research helps our clients to understand where the best to use their available resources We use a wide range of analytical techniques. Correlation Analysis Regression Analysis Factor Analysis Cluster Analysis Correspondence Analysis (Brand Mapping) Conjoint Analysis CHAID Analysis Discriminant /Logistic Regression Analysis Multidimensional Scaling Structural Equation Modeling Mining & Data analysis


Slide 27:Signed Agreements Our Pride


...and many more :...and many more Our Esteem Clients


We look forward to fulfill the specific needs of your company, by providing an unbiased and objective evaluation related to the company’s target goals. You are invited to contact us for an obligation free consultation.Solution Research Services Pvt. Ltd. Corporate Office: M – 2/13, III Floor, Model Town -3, New Delhi -110009Landline – (91)-11-27411142 Fax- (91)-11-27411142 Cell – 91-9873879601/9334391246 E-mail – business@srsindia.co.in Web: www.srsindia.co.in :We look forward to fulfill the specific needs of your company, by providing an unbiased and objective evaluation related to the company’s target goals. You are invited to contact us for an obligation free consultation.Solution Research Services Pvt. Ltd. Corporate Office: M – 2/13, III Floor, Model Town -3, New Delhi -110009Landline – (91)-11-27411142 Fax- (91)-11-27411142 Cell – 91-9873879601/9334391246 E-mail – business@srsindia.co.in Web: www.srsindia.co.in