Adidas had an objective to maintain high levels of service quality across all its outlets. The aim was to check quality of service, hygiene level and product availability across all the stores. To address this challenge, mystery audits were conducted and assessment was done.
The approach adopted to successfully deliver the scope of work was as under:
- Evaluation of store hygiene conditions based on Interior & Exterior maintenance
- Product display standards & promotional materials
- Evaluation of customer interaction based on Greeting, Product knowledge & Sales closure
- Evaluation of billing process
The client was provided with store-wise ratings and trend analysis on various parameters - Sales interaction, Staff standards, Store facilities, stock availability billing process. As per the analysis the client took necessary actions to enhance the store facilities and to train the staff.