MYSTERY SHOPPING E CUSTOMER SATISFACTION INDEX

The Company may use authorized investigative agencies authorized to ex art. 134 to analyse the end customer experience through Mystery shopping and Customer satisfaction index activities.

The customer’s point of view, but also the control of the correct application of company standards, allows timely improvements and changes to anticipate customer expectations. The mystery shopper creates real or simulated situations by assessing the behaviours, management and sales capability of the point-of-sale operators.

In particular, the mystery shopper can provide timely monitoring of sales point conditions, style and behaviour of the staff, level of expertise, problem solving skills, vendor performance, and ability to propose additional purchases, listening skills, empathy and courtesy. Mistery shopping & customer satisfaction index.