Orange appoints new mystery shopper

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Orange is trialling a new mystery shopping firm to see how staff are executing new sales techniques.

Each of its 330 stores will be assessed by firm Grass Roots on sales technique, level of service and the store’s overall standard.

Orange said the system will help reward and recognise employees, who stand to win store vouchers and other prizes based on their performance.

An Orange spokesperson said: “Grass Roots is an expert in mystery shopping and we knew it could emphasise where we can improve service delivery for our customers, while increasing loyalty, advocacy and profit.”

Grass Roots head of measurement business development Jamie Thorpe said: “Orange acknowledged the need to keep up its service standards and appointed us to help create a better customer experience.”

 

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