Midsummer Place Shopping Centre has announced the results of its 2011 independent Mystery Shopper initiative, which has indicated the Centre is achieving its highest level of customer standards; enough to even make Mary Portas proud.
Designed to ensure retailers are offering the best possible service, standards and highlight areas for improvement, the Mystery Shopper scheme is carried out by an independent company four times a year. Briefed on a strict criteria; from perceptions on entering the store, signage, window displays, cleanliness and tidiness, zero dust visibility, general impressions, staff friendliness and service, the team are meticulous to ensure results are fair and constructive.
The results have revealed Caffe Italia as the overall winner receiving 100% on each of the four individual visits. The Best Fashion retailer went to Hobbs with a rolling average of 92 per cent and the Most Improved since 2010 went to SportsDirect.com.
Martin Hindson, Centre Manager said: “The customer experience is incredibly important to Midsummer Place and we pride ourselves on delivering exceptional customer service The mystery shopper scheme has been running for several years now and this is the second time we have handed out awards in recognition of our retailers achievements.”
Seventeen retailers achieved the highest level of 100 per cent on a single visit last year and 21 stores scored an over 90 per cent average throughout the whole of 2011.
Martin said: “These are incredibly high scoring results for most retailers and extremely encouraging. Each year the standard is raised a level and we work hard to achieve this to offer best practise throughout.”