MMRSS Mystery Shopping

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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

[email protected]

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

[email protected]

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

[email protected]

Dubai office

604 Al Safa M

Bank Street Bur DubaiDubai

Raj Sharma: +91 9322105830

[email protected]

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

[email protected]

Banglore Office617 First Floor,6th B Main,Indranagar 2nd Stage,Bangalore 560038Tel No: +91 80 41739007/41739045;Raj Sharma : +91 9322105830

[email protected]

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

[email protected]

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

[email protected]
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Documents

MMRSS Mystery Shopping