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Oases in the service wasteland
The Project
Analyze a sales force performance using mystery shoppers
The Customer
Media Markt - Europe's leading retail chain for consumer electronics
- 11,959 employees in Germany; 996 employees in Switzerland
- 4.8 billion euros revenues in Germany; 895 million CHF revenues in Switzerland (2004)
The Objective
Improve customer satisfaction with the sales force's service performance,
thereby boosting revenues
The Procedure
- Deploy mystery shoppers to determine service quality, individually and by store (36 stores in Germany and Switzerland; ongoing)
- Employ questionnaires tailored to the customer's needs and offering a ample space for comments
- Promptly evaluate results to determine concrete personnel development measures
- Present mystery shopping results/rankings for immediate use in coaching/training measures
Dr. Norbert Kutschera, Agamus Consult
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