Face Off Bulgaria - The Mystery Shopping Company

transcript

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

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

HOW IT ALL STARTED…HOW IT ALL STARTED…

Silent Customer Survey

Cleanliness Attentiveand efficient

High qualityand well

maintainedrestaurant

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

IN THE BEGINNING IT IN THE BEGINNING IT WAS…WAS…

Pioneer Partner 60-70 EUR Influence

service

IN REALITY…IN REALITY…

Overcrowded

Pending MSPA membership

Low understanding

60 EUR - no way!

What shall What shall we do?we do?

We focused on

creating valuevalue to our customers

and profiting moreprofiting moreby offering:

THAT IS WHYTHAT IS WHY

Quality

Specialisation

Personal touch

Innovation

And by always saying “YES”

ADDED VALUEADDED VALUE

Free visits

On-line MS software

Speed of service

Presentations, additional charts, e-mail & phone checks, meetings, shopper transport

High level mystery shoppers

Certification

24/7 personal contact and attention

Diversifying questionnaires

Motivational games

Flexibility

Innovative thinking

FIRST MYSTERY SHOPPING DAY FIRST MYSTERY SHOPPING DAY IN BULGARIAIN BULGARIA

Special guest Mr. Mark Michelson

100 participants

Big media coverage

Increased brand and service awareness

New clients

RecapRecap:

MSPA MEMBERSHIP!!!MSPA MEMBERSHIP!!!

MSPA Membership

Participation in worldwide surveys – Smiling Report, Queue Survey

PR – in leading newspapers, on-line portals and TV

Increased profits

OTHER ACTIVITIESOTHER ACTIVITIES

New imageinteractive website, CD business cards, Facebook page, blog

PROGRESSIVE Magazine’s First Retail ConferencePROGRESSIVE Magazine’s First Retail Conference

SponsorSponsor

ReachReach

PresencePresence

Articles

ResponseResponse

AS A RESULTAS A RESULT

WHAT WE WANT TO DOWHAT WE WANT TO DO

Diversify

Ratings.bg

Open Days

Consulting

Training

THE MILLION D$LLAR MANTHE MILLION D$LLAR MAN

Concept of Arnold Terpstra from Retail Reality, Holland

UPDATE OUR SOFTWAREUPDATE OUR SOFTWARE

BenefitsBenefits Networking

Exchanging experience

Subcontracting

Partnerships

Quality stamp

ChallengesChallenges More value

Subcontracting

Raising awareness

Barriers to entry

Communication

QQ&&AA