Summary of mystery shopper evaluation criteria applicable to businesses in the banking, auto, F&B chain, retail, and many other service industries.
Evaluation criteria
- Point-of-sale space, transaction room (Outside, inside)
- Attitude, conduct, skills, and professional competence of sales and consulting staff
- Attitude and conduct of security guards and other staff
- Service process
- Customer feedback from mystery shoppers
1. Store space
1.1. Outside the store
1.1.1 Courtyard, outdoor lobby, parking area
☑️Clean parking lot, easy access, designated parking areas, free for customers, with security guards on duty.
☑️The unit's yard is clean, free of obstructions, peeling, trash, and standing water.
☑️There is a branch name and complete information as required.
☑️Clean, shiny glass doors that open and close normally.
☑️There is a trading schedule as required.
☑️No sidewalk stalls obstructing the entrance.
1.1.2 Publications, advertising media items
☑️Signs and information boards must be clean, comply with brand identity regulations, and be free of mold, mildew, and discoloration.
☑️Banners and promotional items must be clean, aesthetically displayed, and not obstruct or block walkways.
1.2. Inside the store
1.2.1 Common areas
☑️Arrange lighting and security cameras according to regulations.
☑️The air conditioner is working well, with no burnt-out bulbs.
☑️Staircases and walkways are clean and free of obstructions.
☑️Clean restrooms, no unpleasant odors, pleasant scent.
☑️Green plants and fresh flowers are clean, free of dust, with no wilted leaves or signs of withering.
☑️The trash can is not overflowing and has a lid.
☑️The speaker announces the order number loud and clear.
☑️Clean wall posters in the correct positions.
☑️Backdrop and logo in the store are not peeling and have lighting.
☑️Clean, dry water bottle and drinking cup.
☑️Brochure racks, books, newspapers, and suggestion boxes should be arranged in a visible, clean manner, with no expired brochures.
☑️Clean waiting chairs, still in good condition.
☑️Clean desk with all necessary pens, papers, and forms.
1.2.2 Customer waiting area
☑️LCD, electronic display always shows store information, does not broadcast entertainment programs.
1.2.3. Sales counter
1.2.3.1 Countertop, transaction counter
☑️Transaction machines are in good working order and clean.
☑️Arrange advertising materials neatly and in accordance with regulations.
☑️There are no expired publications in the flyer tray.
1.2.3.2 Inside the counter
☑️Clean, tidy, no food or drinks.
☑️The workstation does not contain any personal items unrelated to work.
☑️Set your mobile phone to vibrate/silent mode.
☑️Electrical wires are neatly bundled and secured.
☑️Do not allow unauthorized persons to enter the transaction counter.
2. Customer service representative
2.1 Attire, name tags
☑️Wear name tags and badges according to the company's standard design.
☑️Name tag worn neatly on the chest.
2.2 Work ethic
☑️Light makeup, suitable for the office environment.
☑️Do not drag your shoes, maintain a reasonable distance when interacting with customers.
2.3 Welcoming customers
☑️When customers arrive, staff prioritize serving them and greeting them first.
2.4 Customer Coordination
☑️Guide customers to take a number and wait for their turn in the correct area.
2.5 Information Support
☑️Proactively provide brochures and fully guide customers.
3. Service quality of transaction staff
3.1 Working hours
☑️Comply with the specified transaction time.
3.2 Appearance and conduct
☑️Clean uniform, neat name tag, closed-toe shoes.
☑️Neat hair, no flashy colors.
3.3 Service Attitude
☑️Proactively greet customers with warmth, friendliness, and respect.
☑️Listen, explain clearly, and do not argue with customers.
☑️Always stay calm and assist customers promptly.
3.4 Handling complaints
☑️Listen, identify the cause, and resolve the issue promptly.
☑️Do not blame customers; ensure customer rights.
4. Mystery shopping
☑️Would you like to return to this store/transaction point?
☑️Are you satisfied with your transactions and purchases here?
☑️Would you like to meet with the consultant again next time?
Contact confidential customer service
With its strength as a leading company in the field of customer experience operations and training, Bellsystem24 Vietnam delivers secret customer service with distinct values:
- Evaluate based on customer experience rather than just standard yes/no criteria.
- Professional and competent Mystery shopper team. Members are well trained to ensure the most accurate and subtle understanding and perception of the assessment levels.
- Ability to quickly implement projects nationwide. Flexibility to increase or decrease the number of personnel and evaluation areas at any given time.
Hotline: 1900 1739
E-mail: contact@bell24vietnam.vn
