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Mystery Shopping – The BMB Classic

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The American way to measure and control service quality is for a long time a standard in Germany, as well. The BMB implemented the first store checks in the 90s: C&C, Fashion, DIY etc.


Out of a pool from over 20000 self-employed testers it is possible to simulate each target group and this is exactly what mystery shopping is trying to reach – the immediate and subjective point of view of a costumer. It is possible to figure out particular impressions right after the mystery shopping by direct comparison with costumer surveys. Positive side effects: Starting competitions between companies are leading to better results. Additional benefit: The direct comparison of each competition makes it possible to compare each company of the same area to the other.

Goals

  • Measuring of consulting competence, kindness, attention, sales orientation, cleanness, decoration and many other things
  • Real purchase- and consulting simulations
  • Direct controls of actions to increase service quality
  • Distinctive analyses, competition and benchmarking

Procedure

  1. Development of real and daily scenarios to perform the test, processing test criterions, definition of target groups
  2. Briefing, recruitment of testers, personal training and psychological assessment-tests before realization
  3. Test performance, data survey
  4. Test of data, receipt control, following interviews with testers
  5. Processing of data and analyses
  6. Outcome presentations and references for management

USP & Reason Why

  • Mystery Research Award 2008
  • Sectoral and overlapping experiences in mystery shopping national and international
  • Approved standard items or rather individual test criterions
  • Concentration of results to an optimal processing for personnel process interfacing, distribution, management and chief executives

Clients

Adler Modemärkte, Ihr Platz, REWE, Kodi u.v.m.

Links

  • Research
  • Personnel development

Contact Person

Dipl. Kfm. Oliver Schülke
Phone: +49-212-221 439-21 MAIL: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
 
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