Mystery Shopper: Wood Green

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Mystery Shopper received a shiny new handset for Christmas, but now needs a SIM-only deal to add some sparkle to the surprise.  Which retailer can provide the best deal that gives him at least 500 minutes?

6: Carphone Warehouse

Product range – 2/5
Product knowledge – 2/5
Airtime knowledge – 2/5
Questioning ability – 1/5
Sales ability – 1/5
Shop appearance – 2/5
Total – 10/30

5: EE

Product range – 3/5
Product knowledge – 3/5
Airtime knowledge – 3/5
Questioning ability – 1/5
Sales ability – 1/5
Shop appearance – 0/5
Total – 11/30

4: Phones 4U

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

3: Vodafone

Product range – 3/5
Product knowledge – 3/5
Airtime knowledge – 3/5
Questioning ability – 2/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 18/30

2: O2

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

1: Three

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

Summary

The retailers got the basics right, but failed to build on a scenario which will often occur in January.

The high street was split between those who show off their SIM-only deals and those who don’t.
Carphone filled me with no confidence while EE lacked any conviction in its offer.

Phones 4U and Vodafone both did a good job without really explaining why I would want to take the more expensive deals they suggested.

O2 produced a good range of offers and gave me a reason to part with more of my cash, but ultimately Three won the day with Alex giving me every reason to want to sign-up to the attention-grabbing “One Plan”.

Full article in Mobile News issue 555 (January 13, 2014).

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