1
Sample of
Mystery Shopping reporting
.
Index
2
A) Study background, Design & Details
C) Main study findings
I. Over all score
II. Scores per Region
III. Analysis based on Branches
IV. Analysis based on Sections
V. Analysis based on Questions
VI. Samples of Shoppers (Comments Photos)
3
Executive report
Executive report 4
Helicopter view of the network performance
SWOT analysis
Recommendations
5
Areas Mystery Shopping Activities
Score
OVERALL BRANCHES SCORES (ALL BRANCHES)
TOP AND LEAST PERFORMING BRANCHES
6
Branches that scored the highest were,
Top 3 Branches
Branch Overall Score
Mall of Arabia 95.2%
Dandy 93%
Abbas ElAkkad 90.1%
OVERALL BRANCHES SCORES (ALL BRANCHES)
7
TOP AND LEAST PERFORMING BRANCHES
Branches that scored the least were,
Least 3 Branches
Branch Overall Score
Genena 69.55%
Maadi FO 68.3%
10th of Ramadan FO 47%
8
Scores per Districts
Scores per District 1
9
Scores per District 2
10
Scores per District 3
11
12
Branches Scores and Ranking (162 branches)
Branches Scores and Ranking (21 branches)
13
Overall
Branch Rank
%
Mall of Arabia 1 95.2%
Dandy 2 93%
Abbas ElAkkad 3 90.1%
San Stefano 4 90.1%
Originals 5 88.1%
Carrefour Alex 6 87.5%
6th of October FO 7 86%
Faisal FO 8 86%
Rehab FO 9 84.1%
Ismailia 10 83.2%
Kids 11 82.5%
Sun City 12 81.8%
Merghany 13 81.7%
Obour 14 81.4%
CFC 15 80.5%
14
Questions Analysis
(Arranged based on opportunities)
Question
s
Analysis
.
Was the staff well-groomed and
15
her/his uniform was clean.
Were the products priced in local
currency.
Was the signage visible clean & Was the store clean with clean
in a good condition. floor & good smelling.
Were the sales (Marketing) signs Was the music being played or
clear & free of damage. not.
Was the staff member wearing a
name tag.
Question
s
Analysis
Was the lightening's adequate to
sufficient in the shop floor, fitting
16
room & in the display window.
Did the staff member offer a seat
to you.
Were the staff treating the
customer and each other in a Did the staff Member convince you
good way. with an additional item.
Did the staff member offer you
attentive item when the item you The Fitting room was clean with
need is not available. no odors or products.
Is the fitting room lock was ok.
17
Sections Analysis
Section Analysis
18
19
Cleanliness & First Impression
Section Analysis / Cleanliness & First impression
20
Sub-Section Analysis / Cleanliness & First impression
21
22
Service Quality
Section Analysis / Service Quality
23
Sub-Section Analysis / Service Quality
24
25
Selling skills & Product knowledge
Section Analysis / Selling Skills & Product knowledge
26
Sub-section Analysis / Selling Skills & Product knowledge
27
28
Performance Summary /ordered by branch
Performance Summary / Carrefour Alex visit 1&2
29
Performance Summary / CFC Visit 1&2
30
Performance Summary / Dandy Mall Visit 1&2
31
Performance Summary / Downtown Visit 1&2
32
Performance Summary / Kids Visit 1&2
33
Performance Summary / Sun City Mall Visit 1&2
34
35
Samples of shoppers comments
Samples of shoppers comments
36
The employee did his best to convenience me with the device CFC
The branch light was on during the day light Genena
The branch board was hidden behind the tree Carrefour
Alex
Hassanien
The branch manager was smoking outside
Hiekal
There were an angry client during the visit Sun City
37
Samples of Captured Photos
10th of
Ramadan
38
10th Of
Ramadan
39
Hassanien Heikal
40
Sun City 41
42
THANK YOU VERY MUCH FOR
YOUR ATTENTION!
