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http://www.jksmysteryshopping.co.uk/mystery-shopping-companies_c129.aspx How Did Mystery Shopping Reveal Post Office Failings? written by: orentmike Mystery shoppers in various parts of the UK identified several Post Office failings that make consumers to go through a number of unfair situations. Key among the findings is the revelation that the staffs at Post Office could be selling products that are overly priced to their consumers. This is because they do not ask the right questions and so, they sometimes make the wrong recommendations especially when offering special services. For instance, special delivery prices are determined without finding out the accurate information and the consumer hardly knows whether or not they are paying the right amount. So, how did mystery shopping reveal post office failings? Queue times Mystery shoppers were able to establish that in a number of post offices, the number of clients who have to wait in the queue for more than five minutes has been on the rise. In many branches, it has grown from 26 percent to 31 percent, a trend that has many people worried about the time that they will need in order to get the services that they seek. Although Post Office responded to these findings by saying that there are branches that have recorded a decrease in the queue time, facts show that it has edged up in many of the post offices that the mystery shoppers visited. It all depends on where you are seeking the services from. Post Office branches visited According to the information provided in the findings of the study, mystery shoppers were able to find out these major failings by visiting a total of 448 branches. Among these are 166 Crown Post Offices as well as 224 franchised outlets. This was done over a long period of time. The study established that consumers were more likely to be asked the wrong questions in franchised outlets compared to the other branches. This is also where you are likely to pay the expensively for services, which if accurately priced, should cost much less. Although most of these outlets have Go machines which should make service delivery faster, the waiting time still remains high. Choosing the appropriate product for customers mystery shopping companiesalso found out that in most post office branches, customers are likely to be given the wrong product because the staff do not even care to find enough information. Some of them were give products without even being asked any question. It is difficult to understand how the staffs determine what the client needs without taking time to know the details about their unique situation. Since not all customers who go to post office branches across the UK want the same thing, it can only be good if personalized attention is given, something that is lacking in a majority of the post office branches that the shoppers visited. From this information, it is evident that Post Office has to be more careful with the way they offer services if they are to offer value to their clients. Additionally, there is need to monitor how franchised outlets price and deliver their services to ensure fairness to the consumers.
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