Mystery Shopper: Coventry

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Mystery Shopper wants to purchase a prepay handset that includes monthly internet access, with a budget of £200

5: Orange

Product range – 5/5
Product knowledge – 2/5
Airtime knowledge – 2/5
Questioning ability – 1/5
Sales ability – 2/5
Shop appearance – 5/5
Total – 17/30

4: O2

Product range – 5/5
Product knowledge – 3/5
Airtime knowledge – 4/5
Questioning ability – 1/5
Sales ability – 2/5
Shop appearance – 5/5
Total – 20/30

3: Vodafone

Product range – 4/5
Product knowledge – 4/5
Airtime knowledge – 3/5
Questioning ability – 3/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 21/30

2: Orange

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

1: Three

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

Summary

All the Coventry stores scored above-average and offered appropriate solutions. But it was the Three store’s mix of great customer service and commercial value that no other outlet could match on the day.

A variety of handsets were recommended, of which the majority run the increasingly popular Android operating system. It was the level of detail that separated the best from the rest, with issues ranging from very top-line handset descriptions to inaccurate tariff information lowering Mystery Shop scores.

Full review in Mobile News issue 483 (February 28, 2011).

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