Latest Podcast



Featured Articles

Ofcom helps protect customers against unexpected roaming charges

Ofcom helps protect customers against unexpected roaming charges

UK service providers must notify customers when they connect to a different network

New rules from UK telecoms regulator Ofcom will protect customers when they use their mobile phone on a foreign network. In addition, customers will be alerted if they are inadvertently roaming, perhaps because they're near an international border.
Author: The Fonecast
0 Comments
Article rating: No rating

Global smartphone market is set for recovery, says new forecast

A new forecast from research specialists Canalys shows the smartphone market is set to recover next year. Worldwide shipments declined by 12% last year but that decline is expected to slow to 5% this year.
Author: The Fonecast
0 Comments
Article rating: No rating
Vodafone and Three plan to merge their UK businesses

Vodafone and Three plan to merge their UK businesses

New Hutchison/Vodafone network would be biggest UK operator

Vodafone Group plc and CK Hutchison Group Telecom Holdings Limited have agreed to combine their UK telecommunication businesses, respectively Vodafone UK and Three UK. The merger will create a large new network operator to compete with Virgin Media O2 and EE.
Author: The Fonecast
0 Comments
Article rating: No rating

UK mobile payment service Paym to close in March 2023

UK mobile payment service Paym will close on 7th March 2023. The service, which allowed users to make and receive payments using their mobile phone numbers, was launched in 2014.
Author: The Fonecast
0 Comments
Article rating: No rating
Qualcomm legal action moves forward in the UK

Qualcomm legal action moves forward in the UK

Which? seeks payout for Samsung and Apple smartphone owners

Consumer protection organisation Which? has been given permission by the UK's Competition Appeal Tribunal to represent Apple and Samsung smartphone buyers in a legal case against chip manufacturer Qualcomm.
Author: The Fonecast
0 Comments
Article rating: No rating
RSS

Opinion Articles

Wednesday, September 21, 2011

Not all mystery shopping is a complete mystery

Mark Bridge writes:

If you’ve worked in retail, you’re probably aware of the ‘mystery shopper’. This is someone who appears to be a regular consumer but is actually reviewing your performance. Perhaps they’re working for your employer, maybe they’re conducting an independent survey, they may even be reporting for a magazine or newspaper. But they’re about as welcome as a knock on the front door when you’re at home in the shower.

Mystery shopping as we know it now is around 70 years old. It’s usually aimed either to find out if things are working properly or to compare performance. So, if you work in a shop, you may find you’re being checked by your employer - and your performance may also be reported by a trade publication or research organisation.

The result, much to the delight of many employers, is that staff work hard to provide good customer service… just in case they’re being ‘mystery shopped’.

Why am I mentioning all this?  Well, imagine a situation where you know there’s a mystery shopper on the way. And imagine you know that your competitors aren’t aware of the mystery customer. What an opportunity, eh?  A few weeks of hard work and your company could top the charts for customer service.

Let me transport you now to Watford, home of mobile phone recycling company Mazuma Mobile. They recently asked Service Science to impartially evaluate nine UK mobile phone recyclers. The best performance overall came from Mazuma, which also claimed first place for best service quality and the fastest service. These results were announced in a celebratory press release earlier this week.

Now, I’m not doubting the integrity of Service Science. But it’s hard not to get the impression that Mazuma could have been at something of an advantage throughout the process. To be honest, I’d say it never looks particularly good if you’ve paid for a survey that shows you to be outperforming your competitors.

Then again, maybe I’m just a cynic.

Print
Author: The Fonecast
0 Comments
Rate this article:
No rating

Categories: Retailing, OpinionNumber of views: 16187

Tags: uk research opinion customer service recycling

Leave a comment

This form collects your name, email, IP address and content so that we can keep track of the comments placed on the website. For more info check our Privacy Policy and Terms Of Use where you will get more info on where, how and why we store your data.
Add comment

Recent Podcasts

UK 4G this year and more 4G next year

Podcast - 9th October 2012

Ofcom, the UK government and the major networks have all agreed a timetable for 4G to be launched across the UK.

We're talking about those plans in this week's podcast - and taking a look at all the other top mobile industry stories as well, from US mergers and leaky tablets to free WiFi and forthcoming quarterly results.

Author: The Fonecast
0 Comments
Article rating: No rating

Apple apologises, RIM shows off and Vodafone gets friendlier with O2

Podcast - 3rd October 2012

In this week's podcast we're talking about Apple's apology for its Maps app, we're looking at RIM's BlackBerry 10 news and we're discussing the new UK company formed by Vodafone and O2.

As well as this there's tablet news from Barnes and Noble, there are record-breaking SIM-only contract sales and there's a new mobile-friendly OS on the loose.

Author: The Fonecast
0 Comments
Article rating: No rating

The iPhone 5 goes on sale, new HTC phones appear... and much more

Podcast - 26th September 2012

We start this week's programme by talking about the iPhone 5 and iOS6 before moving on to HTC's forthcoming Windows Phone 8 devices.

There's also some mobile payment news, online shopping research, a health study, data about tablet manufacturing and machine-to-machine connection figures.

Author: The Fonecast
0 Comments
Article rating: No rating

Mobile gaming, from mobile game development to future trends

We talk to Sandy Duncan of YoYo Games

In this special podcast feature we’re looking inside the world of mobile gaming - from the commercial concerns of game development to the current trends affecting mobile game design.

Our guide is Sandy Duncan, CEO of YoYo Games.

Author: The Fonecast
0 Comments
Article rating: No rating

The new iPhone, the billionth Android device and the cancelled smartphone

Podcast - 19th September 2012

Although last week's Apple iPhone 5 announcement dominated the headlines, there's still plenty more to talk about.

We have a prediction about the billionth Android handset, we look at Acer's cancelled smartphone launch and we discuss the growth of mobile messaging.

Author: The Fonecast
0 Comments
Article rating: No rating
RSS
First2728293032343536Last

Follow thefonecast.com

Twitter @TheFonecast RSS podcast feed
Find us on Facebook Subscribe free via iTunes

Archive Calendar

«November 2024»
MonTueWedThuFriSatSun
28293031123
45678910
11121314151617
18192021222324
2526272829301
2345678

Archive

Terms Of Use | Privacy Statement