? ? ? ?本文由上書房信息咨詢（市場(chǎng)調(diào)查公司）出品，歡迎轉(zhuǎn)載，請(qǐng)注明出處。中國(guó)獨(dú)立第三方調(diào)研機(jī)構(gòu)市場(chǎng)調(diào)查專業(yè)執(zhí)行公司上書房信息咨詢神秘顧客調(diào)查執(zhí)行覆蓋全國(guó)80%以上鄉(xiāng)鎮(zhèn)地區(qū)，多年來(lái)與國(guó)內(nèi)知名企業(yè)、連鎖企業(yè)形成長(zhǎng)期合作，服務(wù)行業(yè)包括汽車、餐飲、零售、電商、酒店、景區(qū)、窗口、銀行、服裝等等，服務(wù)完成專項(xiàng)案例50,000例，樣本1,150,000個(gè)，獲取客戶的高度信任，贏得業(yè)界的一致認(rèn)可。

? ? ? ?營(yíng)業(yè)廳神秘顧客暗訪調(diào)查方案通常包括以下步驟：

? ? ? ?1、目標(biāo)設(shè)定：明確調(diào)查的目的和目標(biāo)，例如評(píng)估服務(wù)質(zhì)量、檢查銷售流程等。

? ? ? ?2、調(diào)查者招募：招募合適的神秘顧客，確保他們符合目標(biāo)客戶的特征，并具備良好的觀察和記錄能力。

? ? ? ?3、調(diào)查場(chǎng)景和時(shí)間安排：確定調(diào)查的時(shí)間和地點(diǎn)，安排神秘顧客以真實(shí)客戶的身份訪問(wèn)營(yíng)業(yè)廳。

? ? ? ?4、調(diào)查指標(biāo)和評(píng)估要點(diǎn)：制定評(píng)估指標(biāo)和評(píng)分標(biāo)準(zhǔn)，例如服務(wù)態(tài)度、專業(yè)知識(shí)、響應(yīng)速度等，確保評(píng)估的客觀性和一致性。

? ? ? ?5、數(shù)據(jù)收集和記錄：神秘顧客在訪問(wèn)過(guò)程中記錄關(guān)鍵觀察點(diǎn)，包括員工服務(wù)表現(xiàn)、產(chǎn)品推薦、銷售流程等，同時(shí)記錄時(shí)間、地點(diǎn)和員工姓名等細(xì)節(jié)信息。

? ? ? ?6、數(shù)據(jù)分析和整理：對(duì)收集到的數(shù)據(jù)進(jìn)行整理和分析，提取關(guān)鍵問(wèn)題和改進(jìn)建議。

? ? ? ?7、調(diào)查報(bào)告撰寫：根據(jù)調(diào)查結(jié)果撰寫調(diào)查報(bào)告，包括背景介紹、調(diào)查方法、數(shù)據(jù)分析、問(wèn)題點(diǎn)和建議等內(nèi)容。

? ? ? ?8、結(jié)果反饋和改進(jìn)措施：將調(diào)查報(bào)告反饋給相關(guān)部門或營(yíng)業(yè)廳管理人員，與他們共同制定改進(jìn)措施和行動(dòng)計(jì)劃。

? ? ? ?9、跟蹤和評(píng)估：定期跟蹤改進(jìn)措施的實(shí)施情況，并進(jìn)行后續(xù)評(píng)估，以確保問(wèn)題得到解決并持續(xù)提高服務(wù)質(zhì)量。

? ? ? ?以上是營(yíng)業(yè)廳神秘顧客暗訪調(diào)查方案的一般步驟，具體實(shí)施時(shí)需要根據(jù)營(yíng)業(yè)廳的特點(diǎn)和目標(biāo)進(jìn)行調(diào)整和細(xì)化。詳細(xì)情況可咨詢深圳神秘顧客市場(chǎng)調(diào)查。?

? ? ? ?沈陽(yáng)市場(chǎng)調(diào)查公司上書房信息咨詢?cè)?022年服務(wù)客戶超過(guò)100家，包含了寫字樓、產(chǎn)業(yè)園區(qū)、住宅、上海第三方滿意度測(cè)評(píng)、景區(qū)滿意度調(diào)查、滿意度調(diào)查問(wèn)卷、深圳公眾民意調(diào)研、客戶滿意度調(diào)查、深圳物業(yè)服務(wù)市場(chǎng)調(diào)查公司、深圳公眾民意調(diào)研、開展購(gòu)物市場(chǎng)調(diào)查、滿意度調(diào)查報(bào)告、第三方評(píng)估市場(chǎng)調(diào)查公司、第三方評(píng)估市場(chǎng)調(diào)研、第三方評(píng)估市場(chǎng)調(diào)研機(jī)構(gòu)、成都市場(chǎng)調(diào)查、上海小區(qū)業(yè)主滿意度調(diào)查等多種類型，調(diào)查項(xiàng)目覆蓋了國(guó)內(nèi)160余個(gè)城市，通過(guò)電話調(diào)查、網(wǎng)絡(luò)問(wèn)卷、現(xiàn)場(chǎng)訪問(wèn)、深度訪談、焦點(diǎn)小組等方式調(diào)研有效樣本超5,000,000個(gè)。

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Investigation Plan for Secret Customer Visits in the Business Hall

? ? ? ?The mystery shopper undercover investigation plan for service centers typically includes the following steps:

? ? ? ?1、Objective setting: Clearly define the purpose and objectives of the investigation, such as evaluating service quality or inspecting sales processes.

? ? ? ?2、Recruiting investigators: Recruit suitable mystery shoppers who fit the characteristics of the target customers and possess good observation and reporting skills.

? ? ? ?3、Setting investigation scenes and schedule: Determine the time and location of the investigation, and arrange for mystery shoppers to visit the service centers as genuine customers.

? ? ? ?4、Investigation indicators and evaluation points: Establish evaluation indicators and scoring criteria, such as service attitude, product knowledge, response speed, etc., ensuring objectivity and consistency in the evaluation.

? ? ? ?5、Data collection and recording: The mystery shoppers record key observation points during their visits, including staff service performance, product recommendations, sales processes, etc. They also record details such as time, location, and staff names.

? ? ? ?6、Data analysis and organization: Organize and analyze the collected data, extract key issues, and provide improvement suggestions.

? ? ? ?7、Report writing: Prepare an investigation report based on the findings, including background information, investigation methods, data analysis, problem areas, and recommendations.

? ? ? ?8、Result feedback and improvement measures: Share the investigation report with relevant departments or service center managers and collaborate with them to formulate improvement measures and action plans.

? ? ? ?9、Tracking and evaluation: Regularly monitor the implementation of improvement measures and conduct follow-up evaluations to ensure that issues are resolved and service quality continues to improve.

? ? ? ?The above steps outline the general process for conducting a mystery shopper undercover investigation at service centers. The specific implementation may vary depending on the characteristics and objectives of the service center.Please note that specific methods and steps may vary depending on the specific requirements of the restaurant and the objectives of the survey.