? ? ? 本文由上書房信息咨詢（深圳民意調(diào)查服務(wù)公司）出品，歡迎轉(zhuǎn)載，請注明出處。中國獨立第三方調(diào)研機構(gòu)深圳公眾民意調(diào)研上書房信息咨詢神秘顧客調(diào)查執(zhí)行覆蓋全國80%以上鄉(xiāng)鎮(zhèn)地區(qū)，多年來與國內(nèi)知名企業(yè)、連鎖企業(yè)形成長期合作，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)完成專項案例50,000例，樣本1,150,000個，獲取客戶的高度信任，贏得業(yè)界的一致認可。

? ? ??門店/專賣店/專柜神秘顧客調(diào)查內(nèi)容通常包括：

? ? ??1、店面外觀和陳列：評估門店的整體外觀、陳列和布局，包括產(chǎn)品陳列方式、標識牌的清晰度和吸引力等。

? ? ??2、顧客服務(wù)：評估門店員工的服務(wù)質(zhì)量，包括員工的友好程度、專業(yè)知識、對顧客問題的回答和解決能力等。

? ? ??3、銷售過程：檢查銷售過程中的顧客體驗，包括員工與顧客的互動、銷售技巧、產(chǎn)品推薦和銷售附加值等。

? ? ??4、店內(nèi)環(huán)境和設(shè)施：審查門店的環(huán)境和設(shè)施，包括店內(nèi)的清潔度、照明、音樂和氛圍等，以及設(shè)施的完好程度如洗手間、試衣間等。

? ? ??5、產(chǎn)品可用性和陳列：檢查門店的產(chǎn)品供應(yīng)和陳列情況，包括產(chǎn)品的庫存充足性、標簽準確性和陳列的吸引力。

? ? ??6、支付和退換貨流程：評估門店的支付流程和退換貨政策的執(zhí)行情況，包括支付方式的多樣性、交易的便捷性和退換貨的顧客體驗。

? ? ??7、顧客體驗和反饋：提供對顧客整體體驗的評估，包括購物過程中的顧客滿意度、購物環(huán)境的舒適度以及顧客對門店的反饋和建議。

? ? ??8、遵守規(guī)定和政策：驗證門店是否遵守相關(guān)規(guī)定和政策，如產(chǎn)品定價準確性、促銷活動的合規(guī)性和客戶隱私保護等。?

? ? ??這些是門店/專賣店/專柜神秘顧客調(diào)查中常見的內(nèi)容，具體的調(diào)查內(nèi)容和評估標準可以根據(jù)門店類型、行業(yè)特點和調(diào)查目的進行調(diào)整和定制。

? ? ??深圳第三方評估市場調(diào)查公司上書房信息咨詢在2022年服務(wù)客戶超過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評、景區(qū)滿意度調(diào)查、滿意度調(diào)查問卷、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)市場調(diào)查公司、深圳公眾民意調(diào)研、開展購物市場調(diào)查、滿意度調(diào)查報告、第三方評估市場調(diào)查公司、第三方評估市場調(diào)研、第三方評估市場調(diào)研機構(gòu)、成都市場調(diào)查、上海小區(qū)業(yè)主滿意度調(diào)查等多種類型，調(diào)查項目覆蓋了國內(nèi)160余個城市，通過電話調(diào)查、網(wǎng)絡(luò)問卷、現(xiàn)場訪問、深度訪談、焦點小組等方式調(diào)研有效樣本超5,000,000個。

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The content of mystery shopper investigations in retail stores

? ? ??The content of mystery shopper investigations in retail stores typically includes:

? ? ??1、Store Appearance and Display: Assessing the overall appearance, display, and layout of the store, including product displays, signage clarity, and attractiveness.

? ? ??2、Customer Service: Evaluating the quality of customer service, such as the friendliness of staff, their product knowledge, responsiveness to customer inquiries, and problem-solving abilities.

? ? ??3、 Sales Process: Examining the customer experience during the sales process, including staff interactions, sales techniques, product recommendations, and upselling efforts.

? ? ??4、?Store Environment and Facilities: Reviewing the cleanliness, lighting, music, and ambiance of the store, as well as the condition of facilities such as restrooms and fitting rooms.

? ? ??5、 Product Availability and Display: Checking the availability of products and the attractiveness of product displays, including inventory levels, accurate labeling, and visual presentation.

? ? ??6、 Payment and Returns Process: Evaluating the efficiency and customer experience of the payment process, including the variety of payment methods accepted and the ease of returns or exchanges.

? ? ??7、?Customer Experience and Feedback: Providing an assessment of the overall customer experience, including satisfaction levels, comfort in the shopping environment, and collecting customer feedback and suggestions.

? ? ??8、?Compliance with Regulations and Policies: Verifying adherence to relevant regulations and policies, such as accurate pricing, compliance with promotional activities, and customer privacy protection.

? ? ??These are common components of mystery shopper investigations in retail stores. The specific investigation content and evaluation criteria can be adjusted and customized based on the type of store, industry characteristics, and the objectives of the investigation.