Mystery shop affects bonuses

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Carphone Warehouse staff are “rigging” mystery shop customer feedback after claims customers are deliberately scoring them low marks, resulting in loss of bonuses.

Carphone Warehouse removed its staff commission scheme in July, replacing it with a higher monthly wage and target-related bonus earnings.

Stores must also achieve a minimum of 80 per cent from its internal mystery shopper scheme, ‘World Class Service’ (WCS).

WCS randomly selects up to 30 customers who have purchased from a Carphone store that month. They are sent an SMS requesting scores out of 10 on questions related to service received.

But staff claim customers are not scoring accurately, causing staff to lose significant amounts of bonus money, as customers do not realise the significance of the scoring.

Despite warnings from Carphone, staff have resorted to asking customers to return to the store if they receive a text so the advisor can enter their own score, or asking the customer to deliberately score them highly so they get their bonus.

One staffer said: “I have seen some of the results and they are not accurate at all. We can’t do anything about a customer feeling critical or having a bad day. We have hit our targets but failed on the WCS, and I can’t remember a serious complaint.”

Carphone said: “In our experience, customers are more than happy to give a fair reflection of the service they feel they have received and not a false opinion that may be suggested to them. The majority of our stores have increased their WCS score since its introduction and we are working closely with those stores that require help to increase their scores. Indeed, 76 per cent of our employees achieved or accelerated the WCS score element of their bonus in August.”

 

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