Mystery Shopping Survey Benefits Innovation Centre
The Innovation Centre – along with the Robertson Street situated Creative Media Centre – was recently mystery shopped by local company Shopper Anonymous UK.
The undercover shopping survey was commissioned by Sea Space to help ensure that high levels of customer service and support offered were maintained. Mystery shopping company Shopper Anonymous UK – itself a resident at the Innovation Centre – also ran focus groups to garner the views and opinions of other companies based in the building.
Shopper Anonymous sent undercover mystery shoppers to the Innovation Centre in person, to experience the reception a typical visitor would receive. The Centre was also contacted by email and telephone on numerous occasions.
Jenny Haley, Commercial Manager of the Innovation Centre said:
“The mystery shopping has provided valuable feedback for our staff on how they can improve their customer service and given management an unbiased view of our visitors’ experience when visiting our Centres… What could have been an uncomfortable experience was anything but – we found Jonathan [Winchester, Managing Director of Shopper Anonymous UK] easy to work with and the report was positive, focussed on how we could make improvements, what were priorities for clients and highlighting the good things we were doing already.”
Jenny also mentioned that the companies who took part in the focus groups were very satisfied with the process:
“Our clients were impressed that we’d taken the time to find out how they felt, and we’ve had good feedback from them about the improvements we’ve made… we will definitely be holding more focus groups and doing further mystery shopping.”
For more information about how Shopper Anonymous UK’s mystery shopping services and focus groups can benefit your company, visit the Shopper Anonymous website or call 01424 858 230.
30 Mar 2010