Mystery Shopper: Chester

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204

5: 3

Product range – 1/5
Product knowledge – 1/5
Airtime knowledge – 1/5
Questioning ability – 1/5
Sales ability – 1/5
Shop appearance – 4/5
Total – 9/30

4: O2

Product range – 4/5
Product knowledge – 1/5
Airtime knowledge – 1/5
Questioning ability – 1/5
Sales ability – 2/5
Shop appearance – 4/5
Total – 13/30

3: Fonebox (independent)

Product range – 4/5
Product knowledge – 4/5
Airtime knowledge – 2/5
Questioning ability – 2/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 17/30

2: Carphone Warehouse
Product range – 5/5
Product knowledge – 3/5
Airtime knowledge – 3/5
Questioning ability – 2/5
Sales ability – 2/5
Shop appearance – 5/5
Total – 20/30

1: Vodafone

Product range – 3/5
Product knowledge – 5/5
Airtime knowledge – 4/5
Questioning ability – 4/5
Sales ability – 5/5
Shop appearance – 5/5
Total – 26/30

Summary

Even though Carphone had the best range out of all the stores, it did not come close to Vodafone for service.

Monique at Vodafone was extremely professional in her approach, this type of service received is the type that gets talked about to family and friends. She would have been recommended by anyone visiting the Chester store. Fonebox knew what it was doing, as if car kits were an everyday query, and did not rush anything.

The 3 store was the most disappointing in both product range and knowledge, down to the casual appearance of staff and their nonchalent approach.

Full review in Mobile News issue 444 (July 27, 2009).

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