Presentation was key in determining who won Mystery Shopper in Consett, County Durham this week. Dawson and Sanderson, Thomson and Thomas Cook all displayed good levels of customer service, but for two of the agencies marks were lost on appearance.
Thomson got the highest score, but Thomas Cook could have given them a good run for their money if only the shop had been tidier. Mystery Shopper wrote: "The flooring was visibly dirty with items of litter and many of the home-made signs were discoloured and worn. The display shelves were in need of repair and some of the posters were dog-eared."
One way Dawson and Sanderson could have boosted its score was if the consultant had presented the quote better, rather than hand-writing it on a scrap piece of paper. Mystery Shopper said: "This did not seem very professional."
I was glad to see Mystery Shopper praised the consultants for referring to their call centre colleagues. With a complicated request - a Canada flydrive - many agents won't have had the opportunity to experience this product first hand and may not have even sold this holiday before. Therefore referring to a colleague who has more in-depth knowledge is certainly providing the best customer service and it was good that Mystery Shopper recognised this.
Meanwhile, this week the winning agency also sold the most expensive holiday. Mystery Shopper certainly rated the agency best in terms of appearance, service and knowledge, but had it been a real customer, I wonder whether that would have been enough to get them to part with over £1,500 more than the rivals quoted.
PS I don't do the mystery shops, I just get a peek at the unedited results.
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