logging in or signing up Mystery shopping instructions 250309Bcd w5marketing Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 277 Category: Entertainment License: All Rights Reserved Like it (0) Dislike it (0) Added: March 26, 2009 This Presentation is Public Favorites: 0 Presentation Description No description available. Comments Posting comment... By: costclau (32 month(s) ago) I would very like to donwload this powerpoint. Can you send me to claudio_costa@merck.com this presentation? I am responsable for market research department of merck in Portugal and I really lovely to share this presentation with my teal. Please help me with this need. Thanks in advance. Cláudio Costa Saving..... Post Reply Close Saving..... Edit Comment Close Premium member Presentation Transcript Slide 1: 1 Slide 2: 2 Mystery Shopping Assessment Video Ulster Bank March - April 2009 What is Mystery Shopping? : 3 What is Mystery Shopping? Mystery shopping is a tool used by market research companies to measure the quality of the retail service or gather specific information about products and services. Mystery shoppers pose as normal customers and perform specific tasks such as purchasing a product, asking questions, registering complaints or behaving in a certain way. Post experience they provide detailed reports or feedback about their experiences. The most common venues where mystery shopping is used are commercial shops, restaurants, petrol stations, health clubs and health care facilities as well as banks! What is the project about? : 4 What is the project about? Ulster Bank employs W5 Marketing Intelligence to undertake a mystery shopping exercise on a regular basis. The project involves sending a researcher into each branch so they can report back what the experience was like for a typical customer. This time Ulster Bank want to see how their own customers get on with their daily transactions and queries in the branches. This means that we want you to be yourself. Use your own name, account number, address and other personal details. Your Research Pack : 5 Your Research Pack Your call file includes: A link to this Mystery Shopping Assessment Video. Your list of branches to mystery shop. Links to the individual branch questionnaires for you to complete. (1 link per branch) Your individualised transaction and query scenario. (both stay the same for each of your mystery shop branches) A copy of the Questionnaire: Familiarise yourself with this so you know what to look out for when you’re mystery shopping. You can complete this as soon as you exit the branch to help you remember what happened for when you are completing the online questionnaire later. Please do not submit this. Only the online questionnaires will be accepted. Steps in the Mystery Shopping Process : 6 Steps in the Mystery Shopping Process Familiarise Route Plan & bring the necessary materials Conduct the Branch Visit Complete the Questionnaire 1. Familiarise : 7 1. Familiarise Each stage of the branch visit on the Questionnaire 3 Important things You Need to Remember: Your individualised Transaction Scenario (The reason for your visit) Your individualised Query Scenario (The extra question that you ask) Look out for an offer of a Customer Service Review. A staff member may ask you this on one of your visits or it may not happen at all. Step 1 Step 2 Step 3 Step 4 2. Route Plan and bring the necessary materials : 8 2. Route Plan and bring the necessary materials Plan your route so it suits you best. Look up the location of the branches. Never ring the branch to ask for directions! Work out where you will park or if any public transport is needed Bring the following if needed for your transaction… Account Number Photo ID Utility bill with your address ATM card Cash Slide 9: 9 3. Conduct the Branch Visit Be natural! Imagine you are carrying out one of your everyday transactions. You should act, think and question just as you would in a real situation. Do not proceed to sign or complete any application forms. Always accept a follow up call Do not fill out the questionnaire in the branch! No kids please! Slide 10: 10 4: Complete the Questionnaire Complete a print out of questionnaire straight after your mystery shop this will help you remember what happened later. Each branch has a link. It’s essential that you click on the correct link for that branch. Please click on the hyperlink for that branch and try to complete the online Questionnaire the same day as you completed the mystery shop. All questionnaires must be completed by 5pm on the 9th April. Each stage of the Branch Visit : 11 Each stage of the Branch Visit Exterior ATMs Interior Queuing & Waiting Initial Impression The transaction The query Customer Service Review and Discussion Customer Service Experience Closing Follow up Recommendation Customer Experience Audit Overall Slide 12: 12 The Transaction Scenario “I have forgotten my ATM card and I want to take out €50?” This transaction was handled correctly This is only an example. Please insert your individualised transaction from your call file into the scenario “Can I have some photo ID or answer these security questions….Here is your cash”. Feel free to change the cash amount to suit you! Slide 13: 13 The Query Scenario What are the benefits of Online Banking? How do I sign up? Are there any fees or costs for this service? Increased flexibility, 24 hour and 365 day access, secure, online transactions here and abroad. Log onto www.ulsterbankanytime.co.uk This query was handled correctly This is only an example. Please insert your individualised query from your call file into the scenario Slide 14: 14 The Customer Service Review Would you like to undertake a Customer Service Review? I must note this and put this into the questionnaire and look out for a follow up call. No thanks, I’m in a rush. Perhaps someone could call me to arrange a more suitable time? Each mystery shopper has the same prompt as below. Do not contact Ulster Bank between the 26th March date and your mystery shopping visits or else the prompt could be activated. Slide 15: 15 Common Mystery Shopping Errors! Common Mystery Shopping Errors – Please avoid! : Common Mystery Shopping Errors – Please avoid! Not reading questions fully. Spelling mistakes. Abbreviations. Cursing! No capitalisation. No Full Stops. Completed entirely in uppercase. Not providing scores for every answer. Not providing enough commentary in the open text questions. (Does not allow us to qualify your answers). Inconsistent answers (i.e. high score yet poor description in the comments section). Slide 17: 17 Important Dates to Remember! Important Dates to Remember! : 18 Important Dates to Remember! All Online Questionnaires must be completed by 5 pm Mystery shopping video and assessment must be completed by 5pm Commence mystery shopping MARCH 2009 Receive Call File Slide 19: 19 W5 Contact Details W5 Contact Details : 20 W5 Contact Details Let W5 know if you get a follow up call after you submitted your questionnaire to us. If you have any questions or queries what-so-ever, please contact, Carole Crowley on 00353 1 406 6465 or 00353 86-6089573 or ccrowley@w5.ie W5 Marketing Intelligence, Garland House, Rathmines Park, Dublin 6. Slide 21: 21 Thank You! Thank you for agreeing to be a mystery shopper for Ulster Bank. We really appreciate your time and input into this project. Slide 22: 22 The Mews Garland House Rathmines Park Dublin 6 T 00 353 1 497 3400 F 00 353 1 497 3419 E info@w5.ie www.w5.ie You do not have the permission to view this presentation. In order to view it, please contact the author of the presentation.
Mystery shopping instructions 250309Bcd w5marketing Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 277 Category: Entertainment License: All Rights Reserved Like it (0) Dislike it (0) Added: March 26, 2009 This Presentation is Public Favorites: 0 Presentation Description No description available. Comments Posting comment... By: costclau (32 month(s) ago) I would very like to donwload this powerpoint. Can you send me to claudio_costa@merck.com this presentation? I am responsable for market research department of merck in Portugal and I really lovely to share this presentation with my teal. Please help me with this need. Thanks in advance. Cláudio Costa Saving..... Post Reply Close Saving..... Edit Comment Close Premium member Presentation Transcript Slide 1: 1 Slide 2: 2 Mystery Shopping Assessment Video Ulster Bank March - April 2009 What is Mystery Shopping? : 3 What is Mystery Shopping? Mystery shopping is a tool used by market research companies to measure the quality of the retail service or gather specific information about products and services. Mystery shoppers pose as normal customers and perform specific tasks such as purchasing a product, asking questions, registering complaints or behaving in a certain way. Post experience they provide detailed reports or feedback about their experiences. The most common venues where mystery shopping is used are commercial shops, restaurants, petrol stations, health clubs and health care facilities as well as banks! What is the project about? : 4 What is the project about? Ulster Bank employs W5 Marketing Intelligence to undertake a mystery shopping exercise on a regular basis. The project involves sending a researcher into each branch so they can report back what the experience was like for a typical customer. This time Ulster Bank want to see how their own customers get on with their daily transactions and queries in the branches. This means that we want you to be yourself. Use your own name, account number, address and other personal details. Your Research Pack : 5 Your Research Pack Your call file includes: A link to this Mystery Shopping Assessment Video. Your list of branches to mystery shop. Links to the individual branch questionnaires for you to complete. (1 link per branch) Your individualised transaction and query scenario. (both stay the same for each of your mystery shop branches) A copy of the Questionnaire: Familiarise yourself with this so you know what to look out for when you’re mystery shopping. You can complete this as soon as you exit the branch to help you remember what happened for when you are completing the online questionnaire later. Please do not submit this. Only the online questionnaires will be accepted. Steps in the Mystery Shopping Process : 6 Steps in the Mystery Shopping Process Familiarise Route Plan & bring the necessary materials Conduct the Branch Visit Complete the Questionnaire 1. Familiarise : 7 1. Familiarise Each stage of the branch visit on the Questionnaire 3 Important things You Need to Remember: Your individualised Transaction Scenario (The reason for your visit) Your individualised Query Scenario (The extra question that you ask) Look out for an offer of a Customer Service Review. A staff member may ask you this on one of your visits or it may not happen at all. Step 1 Step 2 Step 3 Step 4 2. Route Plan and bring the necessary materials : 8 2. Route Plan and bring the necessary materials Plan your route so it suits you best. Look up the location of the branches. Never ring the branch to ask for directions! Work out where you will park or if any public transport is needed Bring the following if needed for your transaction… Account Number Photo ID Utility bill with your address ATM card Cash Slide 9: 9 3. Conduct the Branch Visit Be natural! Imagine you are carrying out one of your everyday transactions. You should act, think and question just as you would in a real situation. Do not proceed to sign or complete any application forms. Always accept a follow up call Do not fill out the questionnaire in the branch! No kids please! Slide 10: 10 4: Complete the Questionnaire Complete a print out of questionnaire straight after your mystery shop this will help you remember what happened later. Each branch has a link. It’s essential that you click on the correct link for that branch. Please click on the hyperlink for that branch and try to complete the online Questionnaire the same day as you completed the mystery shop. All questionnaires must be completed by 5pm on the 9th April. Each stage of the Branch Visit : 11 Each stage of the Branch Visit Exterior ATMs Interior Queuing & Waiting Initial Impression The transaction The query Customer Service Review and Discussion Customer Service Experience Closing Follow up Recommendation Customer Experience Audit Overall Slide 12: 12 The Transaction Scenario “I have forgotten my ATM card and I want to take out €50?” This transaction was handled correctly This is only an example. Please insert your individualised transaction from your call file into the scenario “Can I have some photo ID or answer these security questions….Here is your cash”. Feel free to change the cash amount to suit you! Slide 13: 13 The Query Scenario What are the benefits of Online Banking? How do I sign up? Are there any fees or costs for this service? Increased flexibility, 24 hour and 365 day access, secure, online transactions here and abroad. Log onto www.ulsterbankanytime.co.uk This query was handled correctly This is only an example. Please insert your individualised query from your call file into the scenario Slide 14: 14 The Customer Service Review Would you like to undertake a Customer Service Review? I must note this and put this into the questionnaire and look out for a follow up call. No thanks, I’m in a rush. Perhaps someone could call me to arrange a more suitable time? Each mystery shopper has the same prompt as below. Do not contact Ulster Bank between the 26th March date and your mystery shopping visits or else the prompt could be activated. Slide 15: 15 Common Mystery Shopping Errors! Common Mystery Shopping Errors – Please avoid! : Common Mystery Shopping Errors – Please avoid! Not reading questions fully. Spelling mistakes. Abbreviations. Cursing! No capitalisation. No Full Stops. Completed entirely in uppercase. Not providing scores for every answer. Not providing enough commentary in the open text questions. (Does not allow us to qualify your answers). Inconsistent answers (i.e. high score yet poor description in the comments section). Slide 17: 17 Important Dates to Remember! Important Dates to Remember! : 18 Important Dates to Remember! All Online Questionnaires must be completed by 5 pm Mystery shopping video and assessment must be completed by 5pm Commence mystery shopping MARCH 2009 Receive Call File Slide 19: 19 W5 Contact Details W5 Contact Details : 20 W5 Contact Details Let W5 know if you get a follow up call after you submitted your questionnaire to us. If you have any questions or queries what-so-ever, please contact, Carole Crowley on 00353 1 406 6465 or 00353 86-6089573 or ccrowley@w5.ie W5 Marketing Intelligence, Garland House, Rathmines Park, Dublin 6. Slide 21: 21 Thank You! Thank you for agreeing to be a mystery shopper for Ulster Bank. We really appreciate your time and input into this project. Slide 22: 22 The Mews Garland House Rathmines Park Dublin 6 T 00 353 1 497 3400 F 00 353 1 497 3419 E info@w5.ie www.w5.ie