Mystery Shopper: Tooting

2
688

Mystery Shopper is suffering internet woes and won’t have broadband installed for at least a month. Can the retailers find him a short-term solution with lots of data, but at a reasonable price? 

6: Carphone Warehouse

Product range – 0/5
Product knowledge – 1/5
Airtime knowledge – 0/5
Questioning ability – 1/5
Sales ability – 0/5
Shop appearance – 2/5
Total – 4/30

5: Phones 4u

Product range – 1/5
Product knowledge – 1/5
Airtime knowledge – 2/5
Questioning ability – 1/5
Sales ability – 3/5
Shop appearance – 1/5
Total – 9/30

4: O2

Product range – 2/5
Product knowledge – 2/5
Airtime knowledge – 2/5
Questioning ability – 3/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 16/30

3: Three

Product range – 3/5
Product knowledge – 4/5
Airtime knowledge – 4/5
Questioning ability – 3/5
Sales ability – 2/5
Shop appearance – 3/5
Total – 19/30

2: Vodafone

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

1: EE

Product range – 4/5
Product knowledge – 5/5
Airtime knowledge – 5/5
Questioning ability – 5/5
Sales ability – 5/5
Shop appearance – 3/5
Total – 27/30

Summary

In an age when internet is needed by all, getting access should be easy.

Not through the independents, who were awful. Both sent me elsewhere, although Phones 4u did redeem itself eventually by making me an offer.

O2 presented an odd experience by only offering a business deal to a consumer, despite two of them working together on it.

Three was a lot better but it seemed too effortless, with no attempt to actually clinch a sale.

Sally from Vodafone did well but was undermined by her rude colleagues.

Ali from EE had good knowledge, came up with the best deal and he sold it well.

Full article in Mobile News issue 573 (September 22, 2014).

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2 COMMENTS

  1. Your Mystery shopper surveys are always concentrated in the Southern regions.. Will you be planning on seeing how the northerners represent their respective brands?

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