Mystery Shopper: Newbury

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5: Carphone Warehouse

Product range – 5/5
Product knowledge – 4/5
Airtime knowledge – 3/5
Questioning ability – 3/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 22/30

4: 3

Product range – 3/5
Product knowledge – 5/5
Airtime knowledge – 4/5
Questioning ability – 3/5
Sales ability – 4/5
Shop appearance – 4/5
Total – 23/30

3: Orange

Product range – 4/5
Product knowledge – 4/5
Airtime knowledge – 4/5
Questioning ability – 4/5
Sales ability – 4/5
Shop appearance – 4/5
Total – 24/30

2: Vodafone
Product range – 5/5
Product knowledge – 4/5
Airtime knowledge – 4/5
Questioning ability – 5/5
Sales ability – 4/5
Shop appearance – 4/5
Total – 26/30

1: O2

Product range – 4/5
Product knowledge – 5/5
Airtime knowledge – 5/5
Questioning ability – 5/5
Sales ability – 5/5
Shop appearance – 4/5
Total – 28/30

Summary

The standard across Newbury’s high street mobile retailers was very good.

What set the O2 mystery shop apart from all the others was the flow, from assessing the need to engaging the customer and delivering the required information.

I did not need to prompt at any point and received the best product demonstration of the day making the visit more memorable than any other.

With social networking intrinsically linked to mobile devices the iPhone and Nokia E71 seem to be the most popular handsets for these activities although the iPhone may have found more supporters if it wasn’t exclusive to the O2 network.

Full review in Mobile News issue 443 (July 13, 2009).

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