Mystery shopping in Indonesia
Content of this presentation
•Use mystery shopping
•Indonesian market potential
•How to proceed?
•What can I find?
•Continuity is key to prosperity
•First step in investing in
Indonesia
•What is mystery shopping
What is Mystery shopping?
1 Way to recognize quality of goods and services
Background quality check of your own goods and services
2
Way of scouting new market3
Why Mystery shopping?Entering the market? You should understand…
• Indonesian customers• Indonesian market• Distribution channels• Similar goods to yours available on
the market• Way of packing and optimum size• Price range
Why Mystery shopping?Established in Indonesian Market? Do you want to beat competition?Mystery shopping helps you in …
• Improving your service level• Checking your staff performance• Increasing sales figures• Increasing customer loyalty• Improving your brand image• Stimulating your business growth
Top 10 Indonesian cities contribute 55 percent of GDP.
Indonesia is also the world’s 16th largest economy, with GDP at USD 878 billion.
Population growth includes a young population - nearly 60 percent is below 30 years of age - and a population that is expanding at a rate of 2.9 million a year.
Indonesian growing market
Indonesian retail market
AT 55 MILLION PEOPLE AND GROWING FAST, INDONESIA’S URBAN CONSUMING CLASS REPRESENTS A SIZEABLE OPPORTUNITY,
INDONESIANS ARE ONLINE, BUT NOT TO SHOP,
CONVENIENCE STORES REMAIN THE MOST POPULAR FORMAT WITHIN INDONESIA’S GROWING RETAIL
Consumer consuption
(Ratings / 0% of Respondents)
What can I find?
2
If service or place is easy to find1
Initial approach to customer3
What is the1st impression… how clean is it?
4 Time spend not noticed, waiting or delays
5
Way of problem or complaint solving
6 Easy to purchase? Proper packaging?
7
8
Service experience
Follow up, bonus program, services offering after
How to start?
Pretend to be a real customer – Mystery shopper or guest – Mystery guest
Follow customer habits - approach services or goods by phone, internet or by person
This can be applied in various industries
Talk to your customers
Invite and meet your customers – specify Focus group
In discussion get their view on market, competitors, price and experience – understand their needs, get feedback and recommendation
Other option is to conduct interviews Face to face in clients environment
How to conduct?
Prepare and use Methodology
Give clear instruction to Mystery shopper or guest
Predefine location and set scenario
Collect data Get finding and
feedback in a report
Invest your time and money wisely!Understand Indonesian Customers, Understand Indonesian market
Keep an eye on your competitors, keep up with them and be always step ahead. Mystery shopping is the way
INVEST IN INDONESIA
IN 3 STEPS
STEP 1 – PREPARATION
STEP 2 - FIND LOCAL PARTNER
STEP 3 - MARKET ENTRY
START NOW
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