Mystery Shopper: Bishop’s Stortford

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Mystery Shopper has bought an iPad 3 and wants a contract or prepay SIM deal for data only. He would also like home broadband to use the device on Wi-Fi

5: O2

Product range – 3/5
Product knowledge – 2/5
Airtime knowledge – 2/5
Questioning ability – 2/5
Sales ability – 2/5
Shop appearance – 3/5 
Total – 14/30

4: Vodafone

Product range – 2/5
Product knowledge – 2/5
Airtime knowledge – 5/5
Questioning ability – 2/5
Sales ability – 2/5
Shop appearance – 2/5
Total – 15/30

=2: Everything Everywhere

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

=2: Carphone Warehouse

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

1: Three

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

Summary

I was impressed with the polite and welcoming service I experienced on all my visits. However, I felt the advice could have been clearer in some of the stores. It was a close call, but the Three Store walked away with first place.

Stacey came across as very confident and knowledgeable, and he asked the right questions. He did appear to rely on a printed price list, but this was perhaps his security blanket. The broadband solution was explained well and the SIM-only deal was good value for money.

Full article in Mobile News issue 512 (April 23, 2012).

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This mystery shop was conducted by infinite, a leading field marketing provider specialising in the technology and FMCG sectors. To find out how infinite can support your brand please visit www.infinitegroup.co.uk.

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