Hertz
Summary: The counter was easy to find and well signposted. Opening/closing hours were clearly displayed and the premises were clean and tidy, but brochures were not clearly displayed.
Advisors were well groomed and wearing name tags and made good eye contact, were friendly and displayed a good standard of product knowledge. Both shoppers were given a business card and asked to return.
Advice: Customers notice if your brochures are not organised and easily accessible, even if your advisors provide a good service.
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Budget
Summary: The counter was not easy to find and opening/closing hours were not clearly displayed, but the premises were clean and tidy and brochures were clearly displayed.
Advisors were well groomed, but not wearing nametags. Both advisors made good eye contact, were friendly and had good product knowledge.
Advice: Wear a name tag and apologise for keeping customers waiting. One shopper had to wait around 10 minutes and was not offered an apology. Make your location and opening hours clear.
Thrifty
Summary: The counter was not easy to find and opening/closing hours were not clearly displayed, but the premises were clean and tidy and brochures were neat. Advisors were well groomed, but not wearing name tags.
Both advisors made good eye contact, were friendly and had a good standard of product knowledge.
Advice: Always wear a name tag and apologise for keeping customers waiting. One shopper said a Thrifty staff member read a magazine all the way through his discussion with his colleague.
Avis
Summary: The counter was not easy to find and opening hours were not clearly displayed. The premises were clean and tidy and brochures were clearly displayed. Advisors were not present and no notice of a return time was given.
Advice: If no one is available to serve your customers, a sign must be erected apologising for the inconvenience and detailing the time when an attendant will be back, as well as a name and contact number. Leaving your customer with no information damages the reputation of your business.
Star advisor
Well done Vince from Hertz, Radisson Hotel, West Tower, Media City, who provided detailed, structured information to his customer leaving them completely satisfied.
Vince asked the right questions to establish his customer’s needs, provided a brochure including pricing, as well as promotion details. It was fantastic to see his name tag clearly visible and that he provided the shopper with his business card.
About Ethos Consultancy
Originating in the UK 1995, Ethos Consultancy relocated to Dubai in early 2003. The firm’s consultants have been handpicked from some of the most mature customer service markets in the world to ensure experience and best practice is built into the mystery shopping process.
Based on its years of expertise in the mystery shopping field, Ethos has developed a combination of products and services to help organisations of all shapes and sizes understand exactly how their business is performing through the eyes of both their customers and employees. Contact: +971 4 332 6315, visit www.ethos.ae or email info@ethos.ae
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