Mystery Shopping Survey and Web Site Review Undercover Agent Annie Opray
Undercover Agent Background Marketing Degree Automotive Hospitality Retail Library Customer Service Always a Hot Topic
Project Scope 3 Metro and 2 Regional Web site Review
Mystery Shopping Survey Results First Impressions count Joined each library visited
Visit 1 Metro • • Prompt Service Friendly staff Loan periods, Collection, Computer Brochures hard to find No catalogue reference No ancillary services (prompted) Tea/coffee, Medical Condition
Visit 2 Metro • • • Prompt Service Staff friendly Loan periods, Fines No ancillary services (prompted) “It’s all in the brochure” Entire encounter less than 3 minutes
Visit 3 Regional • • Referred to 4 staff Status Privacy Guided Tour No catalogue No ancillary services (prompted) No opening hours brochure
Visit 4 Metro • • Kept waiting Staff friendly Good brochure kit Guided tour No catalogue reference No ancillary services (prompted) Specific assistance
Visit 5 Regional • • Inquiry Desk Busy, busy staff Excellent brochure kit No guided Tour No Catalogue reference Loan periods and Fines No ancillary services (unprompted)
Summary of Results • Pleasant staff • Lost opportunity • Negative to positive • Sheraton Hotel
Opportunity • Standardise step by step sign up procedure • 2 versions
Web Site Review • Visited 27 library web sites • Currency of information
Web site Review Results • 52% current • 37% outdated • 11% no information
Observations • Last updated display • Visual monthly calender • Large print option • Pre-promotional tool
Web site Review Summary • Real life / Cyberspace • Assign responsibility • KIC, KIC • Review alternatives
Summary • Libraries compare favourably • No matter how high the standard • Deliver consistently good customer service “Day In Day Out”
Summary • On-selling • Fries with that • Ancillary services • Pre qualifiers and prompts
Final Advice • When you have to deal with that one prickly customer who is about to ruin your whole day: • Take a deep breath • Serve them as you would like to be served yourself • Thank God you’re not related to them
Скачать презентацию Mystery Shopping Survey and Web Site Review Undercover
c0db5142fc4429cd85702c4a05d1c364.ppt