CUSTOMER EXPERIENCE EVALUATION

21/10/24, 22:49

CUSTOMER EXPERIENCE EVALUATION Benefits: Identifying Store Teams' areas for improvement when handling prospective clients Gaining additional insights into improving the client experience Retail Training teams closely monitor the results of action plans implemented at store and market levels. A worldwide program is usually carried out once a year. The results are based on visit reports and dashboards at Store, Market, and Zone levels.

What is expected of Store Teams? Evaluators are regular walk-in clients that are supposed to remain undetected. After the visit, they fill out a questionnaire based on their interaction with one or more Client Advisors. Mystery Shopping visits are anonymous and not intended as an individual evaluation of Client Advisors. So, Client Advisors should behave naturally, leading the sale in the way they deem most appropriate, even when they think they have spotted an evaluator. When the store results are released, the entire team is accountable for them. Team members should be involved in defining what they can do to improve as a team and how they can improve the Client Experience.

https://fendi.sharepoint.com/sites/CICERO/SitePages/MYSTERY-SHOPPING.aspx

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Source: TEAM/TEAM PERFORMANCE/CUSTOMER EXPERIENCE EVALUATION.pdf