Shopper Anonymous have been working with a Warrington based company to improve the overall shopping experience for customers.
Bents Garden Centre worked with other mystery shopping companies for the past 8 years, but it was with Shopper Anonymous they really saw results.
Bents launched a new customer initiative to create feedback from the thousands of customers that visit them every year. It is the first of its kind in the garden industry and means the centre can receive and subsequently act on feedback straight away and therefore continue to improve their service. This programme was developed in partnership with Shopper Anonymous. All the comments they receive are from actual customers and not just pretend mystery shoppers.
Other mystery shopping programmes judged their performance levels on pre-determine questions, but Bents wanted to get comments from actual customers by asking them what they thought good service was.
After speaking with other companies, Bents decided that Shopper Anonymous was the company to help them create their new programme. Shopper Anonymous used their experience to create a bespoke programme that works for them. This is split into 3 categories and information is collected 3 times a month.
Bents will now regularly check parking, cleanliness, telephone manner and much more.
Bents now plan to share their new system with other companies.
