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Услуги
Mystery shopper
Тайный покупатель (Mystery Shopping)
Развитие компании – забота ее руководителя, перед которым регулярно встают вопросы, требующие неотложного решения. Если вы хотя бы раз спрашивали себя:
- насколько хорошо в мое отсутствие сотрудники обслуживают клиентов или продают товар?
- чем вызван упадок в продажах?
- мои работники расширяют базу клиентов или работают только в рамках существующей?
- покупатель чувствует себя желанным гостем или обузой персоналу в моих магазинах?
- какие предпрятия являются нашими конкурентами?
- доволен ли покупатель обслуживанием в моей компании?
- вам будет полезна специальная программа "mystery shopping" – тайный покупатель.
В чем заключается работа тайного покупателя?
- Заранее отобранные и обученные люди посетят вашу фирму, магазин, позвонят по телефону. Каждый из них будет действовать, как настоящий покупатель. Это позволит получить достоверную информацию об уровне обслуживания. При помощи тайного покупателя можно смоделировать разнообразные ситуации, определить плюсы и минусы в работе сотрудников. Достоверность оценки такого таинственного покупателя обеспечивается тем, что продавец или сотрудник думает, что перед ним – обычный посетитель, и ведет себя при этом как обычно.
- Тайный покупатель отмечает все заранее оговоренные детали. Он может оценить чистоту, атмосферу торгового зала, внешний вид персонала, соблюдение этапов продаж и стандартов обслуживания.
- Тайным покупателем в течение 24 ч после посещения предприятия или магазина Заказчика составляется подробный отчет.
Кто выступает в роли покупателя?
- Наши таинственные покупатели не являются сотрудниками фирмы-заказчика, а значит, не заинтересованы в искажении данных. Они беспристрастно отметят важные параметры обслуживания покупателя и предоставят заказчику анкету, отображающую текущую ситуацию в компании.
- Все тайные покупатели проходят подробный инструктаж и обучение. Большой опыт работы тайным покупателем, отличные личные качества позволяют им в считанные минуты запоминать информацию большого объема и отмечать важные детали.
Для кого полезна программа тайного покупателя?
Программа Тайный покупатель помогает бизнесменам оптимизировать работу предприятий в различных сферах бизнеса. Услугами тайного покупателя пользуются предприятия, ориентированные на обслуживание конечных потребителей товаров и услуг.
Почему услугу " таинственный покупатель" стоит заказать именно у компании Corwell?
- Компания Corwell обладает обширной базой сотрудников, среди которых может быть подобран покупатель нужного возраста и типажа.
- Мы соблюдаем международные стандарты исследований и имеем большой опыт в планировании и реализации масштабных программ, в том числе – mystery shopping.
- Представители клиента имеют on-line доступ к базе данных анкет, заполняемых каждым тайным покупателем после визита.
- Проверку компании заказчика при помощи координирует
- Аккаунт-менеджер обеспечивает максимальную эффективность и согласованность работы всех служб и тайных покупателей – mystery клиентов.
- Обработка запросов осуществляется оперативно.
- Данные, собранные покупателем, будут представлены точно в срок.
Mystery Shopping Live
Героями этого раздела становятся обычные люди, которые готовы поделиться с другими своим клиентским опытом и, возможно, помочь руководству компаний-клиентов сделать правильные выводы и принять конструктивные решения для повышения эффективности работы своих сотрудников.
Как известно, Mystery Shopping - пожалуй, самый лучший способ получить достоверную информацию о работе персонала и компании в целом. И люди, которые занимаются этим, несут большую ответственность. Ведь от их объективности и точности оценки во многом зависит дальнейшие действия руководителя по усовершенствованию работы компании.
Истории, собранные здесь, являются достоверными. Каждая из них - это отдельное событие, которое тщательно готовилось, прорабатывалось и оценивалось, а значит, оно заслуживает большого внимания и уважения.
Отзывы наших клиентов
Ольга - «Профессионализм - визитная карточка». - БЬЮТИ МАГАЗИНПРОФЕССИОНАЛЬНОЙ КОСМЕТИКИ «MAC»
Магазин профессиональной косметики «MAC» трудно не заметить. ...
Читать далее
Светлана – «Нежелательный клиент» - Обувной магазин Экко.
Мне нравится обувь Экко - она практичная, современная, присутствует большой ассортимент. Ценовой сегмент - выше среднего, но зато это окупается качеством обуви. Поэтому когда мне понадобилась очередная пара, я сразу же решила отправиться именно в магазин Экко. И вот тут меня ожидало крайне неприятное...
... Читать далее
Марина – «Ну тут же скучно!» - Салон мобильной связи МТС
На днях решила поменять мобильного оператора и подобрать наиболее выгодный для себя тариф. Решение о смене оператора зрело у меня давно, но чашу весов в сторону МТС перевесили Нагиев и Валуев, окончательно заверив меня в том, что я сделаю правильный выбор . Ведь мне тоже нужен интернет на даче и бесплатные...
... Читать далееArray
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[ID] => 12
[~ID] => 12
[ACTIVE] => Y
[~ACTIVE] => Y
[TIMESTAMP_X] => 2014-07-18 11:53:48
[~TIMESTAMP_X] => 2014-07-18 11:53:48
[QUESTION_ID] => 1
[~QUESTION_ID] => 1
[C_SORT] => 1200
[~C_SORT] => 1200
[MESSAGE] => Московский Кредитный Банк
[~MESSAGE] => Московский Кредитный Банк
[COUNTER] => 1
[~COUNTER] => 1
[FIELD_TYPE] => 0
[~FIELD_TYPE] => 0
[FIELD_WIDTH] => 0
[~FIELD_WIDTH] => 0
[FIELD_HEIGHT] => 0
[~FIELD_HEIGHT] => 0
[FIELD_PARAM] =>
[~FIELD_PARAM] =>
[COLOR] =>
[~COLOR] =>
[MESSAGE_TYPE] => html
[~MESSAGE_TYPE] => html
[IMAGE_ID] =>
[~IMAGE_ID] =>
[DROPDOWN] => Array
(
)
[MULTISELECT] => Array
(
)
)
[12] => Array
(
[CHANNEL_ID] => 1
[~CHANNEL_ID] => 1
[VOTE_ID] => 1
[~VOTE_ID] => 1
[ID] => 13
[~ID] => 13
[ACTIVE] => Y
[~ACTIVE] => Y
[TIMESTAMP_X] => 2014-07-18 11:53:48
[~TIMESTAMP_X] => 2014-07-18 11:53:48
[QUESTION_ID] => 1
[~QUESTION_ID] => 1
[C_SORT] => 1300
[~C_SORT] => 1300
[MESSAGE] => Русский Стандарт
[~MESSAGE] => Русский Стандарт
[COUNTER] => 0
[~COUNTER] => 0
[FIELD_TYPE] => 0
[~FIELD_TYPE] => 0
[FIELD_WIDTH] => 0
[~FIELD_WIDTH] => 0
[FIELD_HEIGHT] => 0
[~FIELD_HEIGHT] => 0
[FIELD_PARAM] =>
[~FIELD_PARAM] =>
[COLOR] =>
[~COLOR] =>
[MESSAGE_TYPE] => html
[~MESSAGE_TYPE] => html
[IMAGE_ID] =>
[~IMAGE_ID] =>
[DROPDOWN] => Array
(
)
[MULTISELECT] => Array
(
)
)
[13] => Array
(
[CHANNEL_ID] => 1
[~CHANNEL_ID] => 1
[VOTE_ID] => 1
[~VOTE_ID] => 1
[ID] => 14
[~ID] => 14
[ACTIVE] => Y
[~ACTIVE] => Y
[TIMESTAMP_X] => 2014-07-18 11:53:48
[~TIMESTAMP_X] => 2014-07-18 11:53:48
[QUESTION_ID] => 1
[~QUESTION_ID] => 1
[C_SORT] => 1400
[~C_SORT] => 1400
[MESSAGE] => Уралсиб
[~MESSAGE] => Уралсиб
[COUNTER] => 0
[~COUNTER] => 0
[FIELD_TYPE] => 0
[~FIELD_TYPE] => 0
[FIELD_WIDTH] => 0
[~FIELD_WIDTH] => 0
[FIELD_HEIGHT] => 0
[~FIELD_HEIGHT] => 0
[FIELD_PARAM] =>
[~FIELD_PARAM] =>
[COLOR] =>
[~COLOR] =>
[MESSAGE_TYPE] => html
[~MESSAGE_TYPE] => html
[IMAGE_ID] =>
[~IMAGE_ID] =>
[DROPDOWN] => Array
(
)
[MULTISELECT] => Array
(
)
)
[14] => Array
(
[CHANNEL_ID] => 1
[~CHANNEL_ID] => 1
[VOTE_ID] => 1
[~VOTE_ID] => 1
[ID] => 15
[~ID] => 15
[ACTIVE] => Y
[~ACTIVE] => Y
[TIMESTAMP_X] => 2014-07-18 11:53:48
[~TIMESTAMP_X] => 2014-07-18 11:53:48
[QUESTION_ID] => 1
[~QUESTION_ID] => 1
[C_SORT] => 1500
[~C_SORT] => 1500
[MESSAGE] => МДМ
[~MESSAGE] => МДМ
[COUNTER] => 1
[~COUNTER] => 1
[FIELD_TYPE] => 0
[~FIELD_TYPE] => 0
[FIELD_WIDTH] => 0
[~FIELD_WIDTH] => 0
[FIELD_HEIGHT] => 0
[~FIELD_HEIGHT] => 0
[FIELD_PARAM] =>
[~FIELD_PARAM] =>
[COLOR] =>
[~COLOR] =>
[MESSAGE_TYPE] => html
[~MESSAGE_TYPE] => html
[IMAGE_ID] =>
[~IMAGE_ID] =>
[DROPDOWN] => Array
(
)
[MULTISELECT] => Array
(
)
)
[15] => Array
(
[CHANNEL_ID] => 1
[~CHANNEL_ID] => 1
[VOTE_ID] => 1
[~VOTE_ID] => 1
[ID] => 16
[~ID] => 16
[ACTIVE] => Y
[~ACTIVE] => Y
[TIMESTAMP_X] => 2014-07-18 11:53:48
[~TIMESTAMP_X] => 2014-07-18 11:53:48
[QUESTION_ID] => 1
[~QUESTION_ID] => 1
[C_SORT] => 1600
[~C_SORT] => 1600
[MESSAGE] => Ситибанк
[~MESSAGE] => Ситибанк
[COUNTER] => 0
[~COUNTER] => 0
[FIELD_TYPE] => 0
[~FIELD_TYPE] => 0
[FIELD_WIDTH] => 0
[~FIELD_WIDTH] => 0
[FIELD_HEIGHT] => 0
[~FIELD_HEIGHT] => 0
[FIELD_PARAM] =>
[~FIELD_PARAM] =>
[COLOR] =>
[~COLOR] =>
[MESSAGE_TYPE] => html
[~MESSAGE_TYPE] => html
[IMAGE_ID] =>
[~IMAGE_ID] =>
[DROPDOWN] => Array
(
)
[MULTISELECT] => Array
(
)
)
[16] => Array
(
[CHANNEL_ID] => 1
[~CHANNEL_ID] => 1
[VOTE_ID] => 1
[~VOTE_ID] => 1
[ID] => 17
[~ID] => 17
[ACTIVE] => Y
[~ACTIVE] => Y
[TIMESTAMP_X] => 2014-07-18 11:53:48
[~TIMESTAMP_X] => 2014-07-18 11:53:48
[QUESTION_ID] => 1
[~QUESTION_ID] => 1
[C_SORT] => 1700
[~C_SORT] => 1700
[MESSAGE] => Связь-Банк
[~MESSAGE] => Связь-Банк
[COUNTER] => 0
[~COUNTER] => 0
[FIELD_TYPE] => 0
[~FIELD_TYPE] => 0
[FIELD_WIDTH] => 0
[~FIELD_WIDTH] => 0
[FIELD_HEIGHT] => 0
[~FIELD_HEIGHT] => 0
[FIELD_PARAM] =>
[~FIELD_PARAM] =>
[COLOR] =>
[~COLOR] =>
[MESSAGE_TYPE] => html
[~MESSAGE_TYPE] => html
[IMAGE_ID] =>
[~IMAGE_ID] =>
[DROPDOWN] => Array
(
)
[MULTISELECT] => Array
(
)
)
[17] => Array
(
[CHANNEL_ID] => 1
[~CHANNEL_ID] => 1
[VOTE_ID] => 1
[~VOTE_ID] => 1
[ID] => 18
[~ID] => 18
[ACTIVE] => Y
[~ACTIVE] => Y
[TIMESTAMP_X] => 2014-07-18 11:53:48
[~TIMESTAMP_X] => 2014-07-18 11:53:48
[QUESTION_ID] => 1
[~QUESTION_ID] => 1
[C_SORT] => 1800
[~C_SORT] => 1800
[MESSAGE] => Абсолют Банк
[~MESSAGE] => Абсолют Банк
[COUNTER] => 0
[~COUNTER] => 0
[FIELD_TYPE] => 0
[~FIELD_TYPE] => 0
[FIELD_WIDTH] => 0
[~FIELD_WIDTH] => 0
[FIELD_HEIGHT] => 0
[~FIELD_HEIGHT] => 0
[FIELD_PARAM] =>
[~FIELD_PARAM] =>
[COLOR] =>
[~COLOR] =>
[MESSAGE_TYPE] => html
[~MESSAGE_TYPE] => html
[IMAGE_ID] =>
[~IMAGE_ID] =>
[DROPDOWN] => Array
(
)
[MULTISELECT] => Array
(
)
)
)
[IMAGE] =>
)
[2] => Array
(
[ID] => 2
[~ID] => 2
[ACTIVE] => Y
[~ACTIVE] => Y
[TIMESTAMP_X] => 18.07.2014
[~TIMESTAMP_X] => 18.07.2014
[VOTE_ID] => 1
[~VOTE_ID] => 1
[C_SORT] => 200
[~C_SORT] => 200
[COUNTER] => 38
[~COUNTER] => 38
[QUESTION] => Что повлияло на Ваш выбор?
[~QUESTION] => Что повлияло на Ваш выбор?
[QUESTION_TYPE] => html
[~QUESTION_TYPE] => html
[IMAGE_ID] =>
[~IMAGE_ID] =>
[DIAGRAM] => Y
[~DIAGRAM] => Y
[DIAGRAM_TYPE] => histogram
[~DIAGRAM_TYPE] => histogram
[TEMPLATE] =>
[~TEMPLATE] =>
[TEMPLATE_NEW] =>
[~TEMPLATE_NEW] =>
[REQUIRED] => N
[~REQUIRED] => N
[FIELD_TYPE] => 0
[~FIELD_TYPE] => 0
[ANSWERS] => Array
(
[19] => Array
(
[CHANNEL_ID] => 1
[~CHANNEL_ID] => 1
[VOTE_ID] => 1
[~VOTE_ID] => 1
[ID] => 19
[~ID] => 19
[ACTIVE] => Y
[~ACTIVE] => Y
[TIMESTAMP_X] => 2014-07-18 12:10:09
[~TIMESTAMP_X] => 2014-07-18 12:10:09
[QUESTION_ID] => 2
[~QUESTION_ID] => 2
[C_SORT] => 100
[~C_SORT] => 100
[MESSAGE] => Репутация банка
[~MESSAGE] => Репутация банка
[COUNTER] => 15
[~COUNTER] => 15
[FIELD_TYPE] => 1
[~FIELD_TYPE] => 1
[FIELD_WIDTH] => 0
[~FIELD_WIDTH] => 0
[FIELD_HEIGHT] => 0
[~FIELD_HEIGHT] => 0
[FIELD_PARAM] =>
[~FIELD_PARAM] =>
[COLOR] =>
[~COLOR] =>
[MESSAGE_TYPE] => html
[~MESSAGE_TYPE] => html
[IMAGE_ID] =>
[~IMAGE_ID] =>
)
[20] => Array
(
[CHANNEL_ID] => 1
[~CHANNEL_ID] => 1
[VOTE_ID] => 1
[~VOTE_ID] => 1
[ID] => 20
[~ID] => 20
[ACTIVE] => Y
[~ACTIVE] => Y
[TIMESTAMP_X] => 2014-07-18 12:10:09
[~TIMESTAMP_X] => 2014-07-18 12:10:09
[QUESTION_ID] => 2
[~QUESTION_ID] => 2
[C_SORT] => 200
[~C_SORT] => 200
[MESSAGE] => Качество и спектр услуг
[~MESSAGE] => Качество и спектр услуг
[COUNTER] => 9
[~COUNTER] => 9
[FIELD_TYPE] => 1
[~FIELD_TYPE] => 1
[FIELD_WIDTH] => 0
[~FIELD_WIDTH] => 0
[FIELD_HEIGHT] => 0
[~FIELD_HEIGHT] => 0
[FIELD_PARAM] =>
[~FIELD_PARAM] =>
[COLOR] =>
[~COLOR] =>
[MESSAGE_TYPE] => html
[~MESSAGE_TYPE] => html
[IMAGE_ID] =>
[~IMAGE_ID] =>
)
[21] => Array
(
[CHANNEL_ID] => 1
[~CHANNEL_ID] => 1
[VOTE_ID] => 1
[~VOTE_ID] => 1
[ID] => 21
[~ID] => 21
[ACTIVE] => Y
[~ACTIVE] => Y
[TIMESTAMP_X] => 2014-07-18 12:10:09
[~TIMESTAMP_X] => 2014-07-18 12:10:09
[QUESTION_ID] => 2
[~QUESTION_ID] => 2
[C_SORT] => 300
[~C_SORT] => 300
[MESSAGE] => Удобное расположение офиса/ банкоматов
[~MESSAGE] => Удобное расположение офиса/ банкоматов
[COUNTER] => 15
[~COUNTER] => 15
[FIELD_TYPE] => 1
[~FIELD_TYPE] => 1
[FIELD_WIDTH] => 0
[~FIELD_WIDTH] => 0
[FIELD_HEIGHT] => 0
[~FIELD_HEIGHT] => 0
[FIELD_PARAM] =>
[~FIELD_PARAM] =>
[COLOR] =>
[~COLOR] =>
[MESSAGE_TYPE] => html
[~MESSAGE_TYPE] => html
[IMAGE_ID] =>
[~IMAGE_ID] =>
)
[22] => Array
(
[CHANNEL_ID] => 1
[~CHANNEL_ID] => 1
[VOTE_ID] => 1
[~VOTE_ID] => 1
[ID] => 22
[~ID] => 22
[ACTIVE] => Y
[~ACTIVE] => Y
[TIMESTAMP_X] => 2014-07-18 12:10:09
[~TIMESTAMP_X] => 2014-07-18 12:10:09
[QUESTION_ID] => 2
[~QUESTION_ID] => 2
[C_SORT] => 400
[~C_SORT] => 400
[MESSAGE] => Стоимость услуг
[~MESSAGE] => Стоимость услуг
[COUNTER] => 5
[~COUNTER] => 5
[FIELD_TYPE] => 1
[~FIELD_TYPE] => 1
[FIELD_WIDTH] => 0
[~FIELD_WIDTH] => 0
[FIELD_HEIGHT] => 0
[~FIELD_HEIGHT] => 0
[FIELD_PARAM] =>
[~FIELD_PARAM] =>
[COLOR] =>
[~COLOR] =>
[MESSAGE_TYPE] => html
[~MESSAGE_TYPE] => html
[IMAGE_ID] =>
[~IMAGE_ID] =>
)
[23] => Array
(
[CHANNEL_ID] => 1
[~CHANNEL_ID] => 1
[VOTE_ID] => 1
[~VOTE_ID] => 1
[ID] => 23
[~ID] => 23
[ACTIVE] => Y
[~ACTIVE] => Y
[TIMESTAMP_X] => 2014-07-18 12:10:09
[~TIMESTAMP_X] => 2014-07-18 12:10:09
[QUESTION_ID] => 2
[~QUESTION_ID] => 2
[C_SORT] => 500
[~C_SORT] => 500
[MESSAGE] => Положительная оценка родных/друзей
[~MESSAGE] => Положительная оценка родных/друзей
[COUNTER] => 9
[~COUNTER] => 9
[FIELD_TYPE] => 1
[~FIELD_TYPE] => 1
[FIELD_WIDTH] => 0
[~FIELD_WIDTH] => 0
[FIELD_HEIGHT] => 0
[~FIELD_HEIGHT] => 0
[FIELD_PARAM] =>
[~FIELD_PARAM] =>
[COLOR] =>
[~COLOR] =>
[MESSAGE_TYPE] => html
[~MESSAGE_TYPE] => html
[IMAGE_ID] =>
[~IMAGE_ID] =>
)
[24] => Array
(
[CHANNEL_ID] => 1
[~CHANNEL_ID] => 1
[VOTE_ID] => 1
[~VOTE_ID] => 1
[ID] => 24
[~ID] => 24
[ACTIVE] => Y
[~ACTIVE] => Y
[TIMESTAMP_X] => 2014-07-18 12:10:09
[~TIMESTAMP_X] => 2014-07-18 12:10:09
[QUESTION_ID] => 2
[~QUESTION_ID] => 2
[C_SORT] => 600
[~C_SORT] => 600
[MESSAGE] => Другое (напишите, что именно):
[~MESSAGE] => Другое (напишите, что именно):
[COUNTER] => 4
[~COUNTER] => 4
[FIELD_TYPE] => 4
[~FIELD_TYPE] => 4
[FIELD_WIDTH] => 0
[~FIELD_WIDTH] => 0
[FIELD_HEIGHT] => 0
[~FIELD_HEIGHT] => 0
[FIELD_PARAM] =>
[~FIELD_PARAM] =>
[COLOR] =>
[~COLOR] =>
[MESSAGE_TYPE] => html
[~MESSAGE_TYPE] => html
[IMAGE_ID] =>
[~IMAGE_ID] =>
)
)
)
)
[GROUP_ANSWERS] => Array
(
)
[~CURRENT_PAGE] => /main/mystery-shopping/
[CURRENT_PAGE] => /main/mystery-shopping/
[USER_ALREADY] => 8
)
Результаты опроса
-
Услугами какого банка Вы пользуетесь?
Сбербанк России 25 (53.19%) ВТБ 24 7 (14.89%) Райффайзенбанк 5 (10.64%) Банк Москвы 2 (4.26%) Альфа-Банк 2 (4.26%) Газпромбанк 1 (2.13%) Россельхозбанк 1 (2.13%) ЮниКредит Банк 1 (2.13%) Росбанк 1 (2.13%) Московский Кредитный Банк 1 (2.13%) МДМ 1 (2.13%) ФК Открытие 0 (0%) Промсвязьбанк 0 (0%) Русский Стандарт 0 (0%) Уралсиб 0 (0%) Ситибанк 0 (0%) Связь-Банк 0 (0%) Абсолют Банк 0 (0%) -
Что повлияло на Ваш выбор?
Репутация банка 15 (31.91%) Удобное расположение офиса/ банкоматов 15 (31.91%) Качество и спектр услуг 9 (19.15%) Положительная оценка родных/друзей 9 (19.15%) Стоимость услуг 5 (10.64%) Другое (напишите, что именно): 4 (8.51%)
