1

Sample of
Mystery Shopping reporting

.
 Index
2

A) Study background, Design & Details

C) Main study findings

I. Over all score

II. Scores per Region
III. Analysis based on Branches
IV. Analysis based on Sections
V. Analysis based on Questions
VI. Samples of Shoppers (Comments Photos)
 3

Executive report
Executive report 4

Helicopter view of the network performance

SWOT analysis
Recommendations
 5

Areas Mystery Shopping Activities

Score
OVERALL BRANCHES SCORES (ALL BRANCHES)
TOP AND LEAST PERFORMING BRANCHES
6

Branches that scored the highest were,

Top 3 Branches
Branch Overall Score

Mall of Arabia 95.2%

Dandy 93%
Abbas ElAkkad 90.1%
OVERALL BRANCHES SCORES (ALL BRANCHES)
7
TOP AND LEAST PERFORMING BRANCHES

Branches that scored the least were,

Least 3 Branches
Branch Overall Score
Genena 69.55%
Maadi FO 68.3%
10th of Ramadan FO 47%
 8

Scores per Districts

Scores per District 1

9
Scores per District 2

10
Scores per District 3

11
 12

Branches Scores and Ranking (162 branches)

Branches Scores and Ranking (21 branches)

13
Overall
Branch Rank
%
Mall of Arabia 1 95.2%
Dandy 2 93%
Abbas ElAkkad 3 90.1%
San Stefano 4 90.1%
Originals 5 88.1%
Carrefour Alex 6 87.5%
6th of October FO 7 86%
Faisal FO 8 86%
Rehab FO 9 84.1%
Ismailia 10 83.2%
Kids 11 82.5%
Sun City 12 81.8%
Merghany 13 81.7%
Obour 14 81.4%
CFC 15 80.5%
 14

Questions Analysis
(Arranged based on opportunities)
Question
s
Analysis
.
Was the staff well-groomed and
15

her/his uniform was clean.

Were the products priced in local

currency.

Was the signage visible clean & Was the store clean with clean
in a good condition. floor & good smelling.

Were the sales (Marketing) signs Was the music being played or
clear & free of damage. not.

Was the staff member wearing a

name tag.
Question
s
Analysis
Was the lightening's adequate to
sufficient in the shop floor, fitting
16

room & in the display window.

Did the staff member offer a seat

to you.

Were the staff treating the

customer and each other in a
good way.
Did the staff member offer you
attentive item when the item you
need is not available.
Is the fitting room lock was ok.
Did the staff Member convince you
with an additional item.
The Fitting room was clean with
no odors or products.
 17

Sections Analysis
Section Analysis
18
 19

Cleanliness & First Impression

Section Analysis / Cleanliness & First impression
20
Sub-Section Analysis / Cleanliness & First impression
21
 22

Service Quality
Section Analysis / Service Quality
23
Sub-Section Analysis / Service Quality
24
 25

Selling skills & Product knowledge

Section Analysis / Selling Skills & Product knowledge
26
Sub-section Analysis / Selling Skills & Product knowledge
27
 28

Performance Summary /ordered by branch

Performance Summary / Carrefour Alex visit 1&2
29
Performance Summary / CFC Visit 1&2
30
Performance Summary / Dandy Mall Visit 1&2
31
Performance Summary / Downtown Visit 1&2
32
Performance Summary / Kids Visit 1&2
33
Performance Summary / Sun City Mall Visit 1&2
34
 35

Samples of shoppers comments

 Samples of shoppers comments
36

The employee did his best to convenience me with the device CFC

The branch light was on during the day light Genena

The branch board was hidden behind the tree Carrefour

Alex

Hassanien
The branch manager was smoking outside
Hiekal

There were an angry client during the visit Sun City

 37

Samples of Captured Photos

10th of
Ramadan
38
10th Of
Ramadan
39
Hassanien Heikal
40
Sun City 41
 42

THANK YOU VERY MUCH FOR

YOUR ATTENTION!