face off bulgaria - the mystery shopping company
DESCRIPTION
This presentation details the steps taken to develop a new Mystery Shopping Business in Europe, as well as the challenges faced during the process. It includes an explanation of specific strategies being implemented to improve value to clients and increase profit, as well as of some plans for future development.TRANSCRIPT
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Profiting in Developing Countries - A Profiting in Developing Countries - A European case studyEuropean case study
Presented byPresented byEva Parvanova, Owner/ CEOEva Parvanova, Owner/ CEO
Face Off Bulgaria – The Mystery Shopping CompanyFace Off Bulgaria – The Mystery Shopping Company
66thth Annual MSPA AP Conference Annual MSPA AP Conference08-10 November 201008-10 November 2010
Bali, IndonesiaBali, Indonesia
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AGENDAAGENDA
What Face Off is and how it all startedWhat Face Off is and how it all started
What we have achievedWhat we have achieved
What we want to doWhat we want to do
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HOW IT ALL STARTED…HOW IT ALL STARTED…
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Silent Customer Survey
0
1
2
3
Cleanliness Attentiveand efficient
staff
High qualityand well
maintainedrestaurant
hall
Atmosphere Wellfurnished
dining room
Lighting Prompt andefficient
order-taking
Prompt andefficient
food service
Prompt andefficientbilling
UNIVERSITY PROJECT - MYSTERY SHOPPINGas a tool for measuring and improving customer service
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IN THE BEGINNING IT IN THE BEGINNING IT WAS…WAS…
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Pioneer Partner 60-70 EUR Influence
service
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IN REALITY…IN REALITY…
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Overcrowded
Pending MSPA membership
Low understanding
60 EUR - no way!
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What shall What shall we do?we do?
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We focused on
creating valuevalue to our customers
and profiting moreprofiting moreby offering:
THAT IS WHYTHAT IS WHY
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Quality
Specialisation
Personal touch
Innovation
And by always saying “YES”
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ADDED VALUEADDED VALUE
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Free visits
On-line MS software
Speed of service
Presentations, additional charts, e-mail & phone checks, meetings, shopper transport
High level mystery shoppers
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Certification
24/7 personal contact and attention
Diversifying questionnaires
Motivational games
Flexibility
Innovative thinking
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FIRST MYSTERY SHOPPING DAY FIRST MYSTERY SHOPPING DAY IN BULGARIAIN BULGARIA
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Special guest Mr. Mark Michelson
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100 participants
Big media coverage
Increased brand and service awareness
New clients
RecapRecap:
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MSPA MEMBERSHIP!!!MSPA MEMBERSHIP!!!
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MSPA Membership
Participation in worldwide surveys – Smiling Report, Queue Survey
PR – in leading newspapers, on-line portals and TV
Increased profits
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OTHER ACTIVITIESOTHER ACTIVITIES
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New imageinteractive website, CD business cards, Facebook page, blog
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PROGRESSIVE Magazine’s First Retail ConferencePROGRESSIVE Magazine’s First Retail Conference
SponsorSponsor
ReachReach
PresencePresence
Articles
Articles
ResponseResponse
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AS A RESULTAS A RESULT
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WHAT WE WANT TO DOWHAT WE WANT TO DO
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Diversify
Ratings.bg
Open Days
Consulting
Training
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THE MILLION D$LLAR MANTHE MILLION D$LLAR MAN
Concept of Arnold Terpstra from Retail Reality, Holland
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UPDATE OUR SOFTWAREUPDATE OUR SOFTWARE
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BenefitsBenefits Networking
Exchanging experience
Subcontracting
Partnerships
Quality stamp
ChallengesChallenges More value
Subcontracting
Raising awareness
Barriers to entry
Communication
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QQ&&AA
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Profiting in Developing Countries - A Profiting in Developing Countries - A European case studyEuropean case study
Presented byPresented byEva Parvanova, Owner/ CEOEva Parvanova, Owner/ CEO
Face Off Bulgaria – The Mystery Shopping CompanyFace Off Bulgaria – The Mystery Shopping Company
66thth Annual MSPA AP Conference Annual MSPA AP Conference08-10 November 201008-10 November 2010
Bali, IndonesiaBali, Indonesia