It is a dilemma for all Centre Management, that the success of a Shopping Centre is contained in the hands of so many Retail Managers!
Each Manager and their respective companies maintain their own philosohpies regarding customer service - some excellent, some less so!
The challenge for Centre Management is to encourage all these participants to become members of the 'Centre Team' ensuring excellence in customer service and guarenteed footfall for everybody.
Retail Maxim's activites are centred on 2 core activities:
Mystery Visits - which monitor customer service in all units. The philosophy is carried forward through recognition and reward schemes.
Exit Surveys & Targeted Store Surveys - consult 'real' customers who have either bought or not, with a focused questionnaire to discover their views.
Retail Maxim's care, consistency and attention to detail have produced comprehensive, objective and valuable feedback to our retail operation.
Russell & Bromley
Retail Maxim's Mystery Shopping service has been the best money we've spent this year!
Since we started with Retail Maxim the service scores that we have achieved are improving across the chain wave on wave. The Retail Maxim mystery shopping programme has assisted us in improving our customer service ensuring all of our customer's receive the shopping experience they deserve.
This is a short note to thank Robert and the team for all their support with our Online Customer Satisfaction Survey. The programme we now have in place is extremely user friendly, simple to digest and very economical in terms of our budget. The rolled up monthly reporting is particularly useful in helping us to use the measure as a KPI within our business.
The service Retail Maxim has provided us has been really effective and excellent value for money. We have benefited from your expertise in retail metrics and monitoring 'service levels' and 'experience', which have now been integrated into our company KPIs.
This is a short note to say 'thank you' for the excellent service that we receive from Retail Maxim. We have been impressed by the accuracy and quality of the Mystery Shopping reporting. The insight plays an important part in maintaining focus on what matters most - our customers.
The Retail Maxim Mystery shopping programme has been a key measure in helping us to drive our service standards as well as our ATV through improved upselling and multi-buy selling across our bakery chain. Retail Maxim clearly understood our aims and helped us to effectively launch our programme into the business so that it has been very well received.