Mystery Shopper: Angel Islington

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Mystery Shopper is getting a Samsung Galaxy S5 but is worried about online security and sensitive work files on the Android OS. Can the retailers put a worried mind at ease and offer the right security package?

6: O2

Product range – 4/5
Product knowledge – 3/5
Airtime knowledge – 3/5
Questioning ability – 3/5
Sales ability – 3/5
Shop appearance – 3/5
Total – 19/30

5: Vodafone

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

=3: Phones 4u

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

=3: EE

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

2: Three

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

1: Carphone Warehouse

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

Summary

A mixed bag from our retailers this week. Staff were unfailingly helpful and polite but there is a lack of focus on security from management.

Consumers generally receive standardised advice about downloading an app for an issue that is everywhere in the media at the moment.

There is a chance for operators to bundle security packages with contracts to secure business but no one has taken the lead on this.

Consumers are more worried than ever about online security, yet only two retailers were able to offer an in-store package.

Full article in Mobile News issue 567 (June 30, 2014).

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