Name of survey: Mystery shopping
Sector: Grocery store
Scope: UB city main 6 districts
Sample size: 12 branches
Time period: 05 April 2023 – 25 April 2023
Brief introduction of survey:
The chain visited 12 branches of the grocery to evaluate service standards and customer experience. The extent to which employees adhere to the company's internal service standards was measured. We evaluated about 30 indicators such as product price, selection, quality, greetings of employees, product description, and polite communication, identified the indicators that need to be improved and the indicators that need to be preserved, and developed conclusions and recommendations.