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ADVANTAGE
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CUSTOM DESIGNED PROGRAMS
mMS helps business managers customize a strategy forcustomer service management. Every company has
different needs, so every strategy developed by mMS is
unique.
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PROGRAM IMPLEMENTATION
Due to our large volume of regular mystery shoppingcommitments, mMS maintains its own national
mystery shopping network. As a result, mMS has100% control over the quality and the timing of thework
mMS has a vast database of mystery shoppersthroughout the country. It is therefore easy to rotateshoppers to ensure that each location is viewed with afresh set of eyes
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PREPAIRING FOR THE SHOP
Shoppers prepare in advance for their mystery shoppingassignment by reviewing detailed specifications about eachclients needs. The custom-designed mystery shoppingforms, address those issues that are particularly important tothe client in the format that is easy for both shopper andclient to understand.
Armed with information about the business, the mystery
shopper visits the clients locations. Simulating a normalcustomer experience, the mystery shopper pays carefulattention to every detail of the visit, from the cleanliness ofthe store to the friendliness of the employees, their sales
ability and their product knowledge.
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PROJECT GUIDELINES
Detailed Operational Guidelines for field Supervisors and
mystery shoppers are developed by mMS. This alsoensures that the client has detailed knowledge of the
Training and mystery shopping process.
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EXCEPTIONAL REPORTING
Because of our breadth of experience
conducting quantitative researchassignments, we develop customized
reports to longitudinally track and analyze
the mystery shopping guidelines. Theresult is understandable data and
actionable recommendations.
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UTILISING REPORT INFORMATION
The original mystery shop reports are transmittedto the client, along with quantitative analysis, ifdesired. This transmission can be either electronic or bymail. Clients use the information in a variety of ways,including measuring training, identifying deficienciesand rewarding exemplary employees. Both the mysteryShopping reports and the data roll-ups become a key
Piece of the companys customer service managementstrategies.
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TRAINING
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- 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.
- mMS shoppers do not go-live until they are fully briefed
and meet our standards.
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SHOPPERS
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- mMS shoppers are mature, reliable, detailoriented people with experience in customer service.
- They have a critical eye for detail, an excellentmemory, a proven ability to follow instructions,business background.
- All our shoppers are at least graduates and quite a
few of them are post graduate
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mMS
QUALITY
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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.
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mMS
CASE STUDIES
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Background : Seven Computer Training
institutes merged to form one company but the
consolidation failed to unite the different cultures
And style of doing business at the various locations
resulting in poor customer satisfaction surveys.
Objectives : To merge cultures into one service
philosophy and one medical practice.
Results : Independent customer service studies showed
improvement following an eight-month campaign of
mystery shopping analysis and training programs
designed for management and employees.
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Client Objective :A travel company had the following objectives-
- To establish company best practice through key performance indicator
- To evaluate current level of service and ability of individuals from the salesteams through a programme of telephonic mystery shopping.
- To compare current sales and service levels against agreed measures
- To identify opportunities for development through training workshops
- To build confidence, motivation and enthusiastic sales team that willconsistently exceed targets contributing to personal satisfaction and growth inorganisational market share.
Action :- The mystery calls were recorded to laptop computer and then replayed
In the follow up workshops. Delegates were encouraged to give each otherfeedback and identify examples of excellent service and sales ability, as well asareas for improvement.
- The whole exercise was incredibly positive once everyone had recovered fromthe initial shock of hearing themselves on tape. This process will be repeatedevery month throughout 2004.
Results :Since the beginning of the mystery shopping programme in Jun 2003 the travel
company has seen a steady improvement in their conversion level and average
profit per booking.
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mMS
KEY CLIENTS
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Hewlett Packard Microsoft
All India Association of Industries
Young Entrepreneurs Society of India
Indo German Chambers of Commerce
Polaris Software
Ogilvy
Publicis Philip Morris International
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INTERNATIONAL
Jakarta office
3rd floor Lina Building,
Jln. H.R Rasuna Said Kav. B7,Jakarta - 12920, Indonesia
Raj Sharma : +91 9322105830
Vietnam office
456, 4th Floor, NGUYEN THI MINH
KHAI(STR),WARD 5 , DIST 3,
Ho Chi Minh, Vietnam
Tel No: +84866518813
Raj Sharma : +91 9322105830
Bangkok office
401 S.Group Building
1091/153-154 new Petchaburi RoadMakkasan Rajtavee
Opp Hotel Bangkok Palace/Ramada
Bangkok-10400
Tel No: +6622555790/6622555791
Raj Sharma : +91 9322105830
Dubai office
604 Al Safa M
Bank Street Bur DubaiDubai
Raj Sharma: +91 9322105830
INDIA
Corporate Office
12, Ground Floor, Greenfield Mansion,
Dr. Raikar Marg, Mahim (West),
Mumbai 400016
Maharashtra, INDIA
Tel : Tel No: +91 22 42206364
Fax : +91-22-42206364 Ext. 225
Raj Sharma : +91 9322105830
Banglore Office617 First Floor,6th B Main,Indranagar 2nd Stage,Bangalore 560038Tel No: +91 80 41739007/41739045;Raj Sharma : +91 9322105830
New Delhi officeSatyam HouseBalaji Estate,Kalkaji,New Delhi-110019Tel No: +91 11 26411870
Raj Sharma : +91 [email protected]
Chennai Office2A/New 3, Singaravelu StreetT-Nagar, Chennai-600017Tel No. +91 44 42604404Raj Sharma : +91 [email protected]
Kolkata office9,Bullygunge TerraceGround Floor, Gol Park,Kolkata-700029Tel No: +91 33 40015939Raj Sharma : +91 9322105830
Hyderabad officeNo. 3-4-353,Opp Reddy women junior college,Sathyamma college,Barkatpura,Hyderabad-500027Tel No: +91 040 27552251Raj Sharma : +91 [email protected]
Pune office601, 6th floor Rajmahal Apartments,Law College Road, Erandwane,Pune - 411004Tel No: +91 20 30220897 / 98Raj Sharma : +91 [email protected]
Gurgaon officePlot No - 482, 1st Floor,Sector 5, Urban State,Gurgaon (Haryana),Tel No : +91 9322105830,Raj Sharma : +91 [email protected]
Ahmedabad office
Block 15, Rajpath Row House,
Opp. AIS School,
Judges Bungalow Road,
Bodak Dev, Ahmedabad - 380054
Raj Sharma : +91 9322105830
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