Questionnaire - MARIE CLAIRE Oct

7/29/2019 Questionnaire - MARIE CLAIRE Oct

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Questionnaire: Mystery Shopping

Store: MARIE CLAIRE

Section 1: Store Environment (Max 15/1 point) YES NO

1. Was the signage of Marie Claire clean?1

2. Was the outlook well-maintained?1

3. Was the front entrance clean? ( Including the front door, windows and floor)1

4. Was the doorman opening the door for the customers with greeting?1

5. Was the temperature inside the store comfortable?1

6. Were the inside-walls clean? ( There should be no stains, cobwebs, dampness or broken

plaster ) 1

7. Was the floor of the store clean?

8. Was the lighting inside the store appropriate?

9. Was the staff observing proper attire/dress code?

1

1

1

12. Was the condition of the furniture good?1

13. Was the furniture properly arranged?1

14. Were the products properly displayed?1

15.Were the products displayed on the stands according to the hierarchy? (Small, Medium,

Large) 1

16.Were shoes placed as per the category i.e. bridal, formal, casual, high heels, flats?1

17.Was Marie Claire visible on the shoe stand?1

18. Were the shelves clean?1

1


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Section 2 : Customer Service - (Max 40 points)

Marks YES No

1. Were you greeted by the staff member?2

2

2. Did the staff member offer help? 2 2

3. Was the staff member well-groomed?3

3

4. Did the staff member maintain eye contact? 22

5. Did the staff member offer seat?2

2

6. Did the staff member appear genuinely interested in

serving the customer? 22

7. Was the staff member polite during the interaction?3

3

8. Did the staff member try to establish the value of theproduct without prompting? 2

2

9. Did the staff member suggest other shoes/ products to the

customer? (Up selling, Cross selling, Suggestive selling) 44

10. Did the staff member try to close the sale?2

2

11. Offer right shoe first to the customer hand for the trial of

shoe? 22

12.Did the staff member inform about promotions or new

arrivals? ( if applicable) 22

13.Did the staff member inform about Marie Claire Club? 3N/A N/A

14. Did the staff member have product knowledge?2

2

15. Did the staff member confirm item(s) before purchase is

finalized? 4N/A N/A

16. Did the staff member walk the customer to the counter?3

N/A N/A

Section 3: Counter (Max 20 points)

2


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Marks Yes No

1. Smoothness at the counter? (First come first serve)

2N/A N/A

2. Service orientation (smiling, greeting, acknowledging)

3 3333113333

3. Did the staff member inform about Marie Claire club?2

N/A 2224. Did the staff member inform about exchange policy?

22

5. Packed item(s) in Marie Claires shopping bag(s)?2

2

6. Did the staff member offer promotional leaflet? ( if

applicable)2

N/A

N/A

7. Did the staff member ask for suggestions on comments

book? 3

3333333333333

8. Thanked you or showed appreciation for visiting Marie

Claire? 2

9. Did the staff member return the correct change?2

1

Section 4: Product Assessment (Max 25 points)

Marks Yes No

1. Shoe is comfortable? 3 3

2. Was the shoe available in your preferred size? 5 5

3.Did the staff member check the availability of shoesize on Marie Claire network? (will be applicable if

above is no otherwise it will be N/A)

3

N/A N/A

4. What colors were available in the shoes? Variety Casual Formal Party wear Weddin

Colors

orange

pinks,

black, red

Black,beige,

browns,

white

Red, black.

white,

brown

GoldRed

Silver

borwn

Most

Dominant

color Pink Brown Red Gold

7. Were bags available in various designs and colors? 3 3

8. Was the assortment of the shoes as per company

standards?

3

N/A9. What was the material of shoe?Material Rexine Leather Others (Suede/Fabric

Design %age 40 20 40

11. Was the shoe worth the price you paid? 4 N/A N/A

12. Was the box of the shoe clean? 4 N/A N/A

13. Which of the shoes were mostly available in the

store?Variety Casual Formal

Party

wear Wedding

%age 25 25 40 10

3

3

2

N/A

3

2

N/A

N/A N/A


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Final Evaluation

Wait Time at the counter? ____N/A______

4

Which type of Key Success AreaTotal

Score

Points Scored

Applicable

Score

Achieved

Score%age Rating

Store Environment

Customer ServiceCounter

Product Assessment

Final Score

Comments:


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Transaction Time? _____N/A______

Number of customers inside the store? _______1__

SUBJECT: Mystery Shopping Report of Marie Claire Outlet

As per Marie Claires Mystery Shopping Assessment program, Mystery Shopping Service

Quality Assessment of Marie Claire Outlet has been conducted; please find enclosed underneath

findings for your reference.

Store Env. Customer

Service

Counter Product

Assessment

Score would be provided through score card

The Mystery Shopping Assessment report is attached for your reference and following are the

key areas of improvements found during the Assessment:

Key Problems

There was only one customer representative present there but quite a few customers.

And even he was not properly dealing with the customers. And a doorman was also missing.

Store environment

The signage as well as the outlook and the inside store was kept clean. Although there was no

one present to open the door. The walls, shelves and furniture were all clean and the products

5

Rating Criteria

Excellent 90% & above

Good 80% to 89%Average 70% to 79%

Unacceptable Below 70%


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were neatly displayed. Other elements of store environment such as lighting and temperature

were also fine.

Customer service

There was only two sale rep. in the store. One was at counter and the other one was looking after

the customers. The one who was looking after the customers his name was Shazaed Ali and the

other one was not wearing a name tag. They both were properly dressed up. However they both

did not seem genuinely interested in selling the products to customers. There was only one

person in outlet to deal with customers and even he was not properly doing that. He did not offer

me a seat not even to the other customer. Everyone was looking for shoes themselves he did not

offer his help, he was just standing quietly in the middle of the store. I could see new arrivals in

store but he did not mentioned me about them.

.

Counter

Since I did not purchase anything I did not experience the service on the counter.

Product Assessment

The product range was good and newer designs could be seen. There was more variety in colors

too and a lot of reds and brown as well as balcks could be seen apart from the more basic colors.

The shoes were comfortable and also available in preferred size.

Suggestions

There should be an increase in the number of customer representatives.

Newer shoes should be added more often to create a wider product range

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Documents

Questionnaire - MARIE CLAIRE Oct