FBD RETAIL EXCELLENCE IRELAND AWARDS - MYSTERY SHOPPING ASSESSMENT TOOL Result 100% Mystery Shopper: In each of the sections below please complete the comment box stating: 1] Where marks have been deducted, please clearly explain why. 2] Please give full and informative commentary. 3] Please ensure that where stores have exceeded expectations for their sector, ensure they are awarded the bonus points available. 4] Please only complete sections marked in yellow.
Store: Location: Exterior Standards - 1 General Exterior 1.01 Was the exterior litter free? 1.02 Was the exterior well maintained? 1.03 Was the exterior professionally presented? 1.04 Did the exterior attract attention? 1.05 Did the standard of the exterior exceed expectations for this sector? Exterior Standards - 2 Visibility 2.01 Was the store visible? 2.02 Did the store use cues (signs/colour/light) to attract attention? 2.03 Did the store encourage entry? (e.g. was door open?) 2.04 Did the standard of visibility exceed expectations for this sector? Exterior Standards - 3 Windows 3.01 Were the store windows well presented ? 3.02 Did the windows encourage entry into the store/generate interest? 3.03 Did the windows allow for eye-line into the store? 3.04 Were the windows clean and tidy? 3.05 Did the standard of the window presentation exceed expectations for this sector?
Date/Time: No. of Customers: 25 Out of 25 Comments 5 5 5 5 5
20 5 5 5 5
25 5 5 5 5 5
out of 5 out of 5 out of 5 out of 5 out of 5 Out of 20 Comments out of 5 out of 5 out of 5 out of 5 Out of 25 Comments out of 5 out of 5 out of 5 out of 5 out of 5
General Comments Regarding Exterior: Merchandising Standards - 1 Product Presentation 1.01 Were products presented professionally? 1.02 Were products faced correctly? 1.03 Were products well presented i.e no gaps/no overstocking with products on floor? 1.04 Did the store encourage sales through merchandising (front fixtures on entry to store / till area / and other hot spots in the store)? 1.05 Were products clearly priced (difference between RRP & value lines)? 1.06 Did the standard of product presentation exceed expectations for this sector? General Comments Regarding Merchandising:
30 5 5 5
Out of 30 Comments out of 5 out of 5 out of 5
5 5 5
out of 5 out of 5 out of 5
Housekeeping Standards 1.01 Were categories communicated (either brand/product/size/colour)? 1.02 Was there a good standard of housekeeping? 1.03 Were all lights functioning? 1.04 Was the till area clean and clutter free? 1.05 Was the store floor clean and clutter-free? 1.06 Did the standard of housekeeping exceed expectations for this sector?
30 5 5 5 5 5 5
Out of 30 Comments out of 5 out of 5 out of 5 out of 5 out of 5 out of 5
General Comments Regarding Housekeeping: Store Design Standards - 1 Use of Colour & Lighting 1.01 Did the store make good use of functional lighting? 1.02 Was the store bright & welcoming? 1.03 Did the store use colour and POS to create a positive ambience? 1.04 Did the use of colour & lighting exceed expectations for this sector? Store Design Standards - 2 Store Environment 2.01 Was there a welcoming environment in the store? 2.02 Did the store use sound to create an ambience? 2.03 Was the temperature and scent in the store appropriate? 2.04 Was it easy to move around the store (no impediments)? 2.05 Did the store environment exceed expectations?
20 5 5 5 5
25 5 5 5 5 5
Out of 20 Comments out of 5 out of 5 out of 5 out of 5 Out of 25 Comments out of 5 out of 5 out of 5 out of 5 out of 5
General Comments Regarding Design: Service Standards - 1 Acknowledgement & Greeting 1.01 Did the staff members proacatively acknowledge your presence? 1.02 If the staff member did not proactively approach you, how did staff react when the Mystery Shopper approached the staff member? 1.03 Could you identify staff members (uniform/name badges)? 1.04 Was staff deportment of a good standard? 1.05 Did the welcome from staff members exceed expectations for this sector? Service Standards - 2 Standard of Service 2.01 Did the staff members listen to your needs and open-ended questions? 2.02 Did the staff member portray good product knowledge? 2.03 Did the staff member up-sell or link sell? 2.04 Did the staff member make a purchase recommendation? 2.05 Did the staff member provide a high level of co-operation, customer service and display enthusiasm? 2.06 Did the standard of service from staff exceed expectations for this sector? Service Standards - 3 Transaction Management 3.01 Did staff members take for a sale efficiently? 3.02 Were staff members courteous? 3.03 Was your transaction time appropriate? 3.04 Did the staff members thank the shopper and offer an exit greeting? 3.05 Did the transaction management exceed expectations for this sector? General Comments Regarding Service:
25 5 5 5 5 5
30 5 5 5 5 5 5
25 5 5 5 5 5
Out of 25 Comments out of 5 out of 5 out of 5 out of 5 out of 5 Out of 30 Comments out of 5 out of 5 out of 5 out of 5 out of 5 out of 5 Out of 25 Comments out of 5 out of 5 out of 5 out of 5 out of 5
TOTAL SCORE
255
out of 255
Mystery Shopper: In this section, please include any positive / negative experiences which may not have been covered above. Also include any recommendations which you might suggest to improve the store.
