Retail – Undercover Customer Experience Visit #4


An undercover customer experience campaign was conducted for the visitor lounge and concierge desk in a busy shopping centre.


This business wanted to know if their –

  • team members were giving amazing customer service and
  • providing customers with accurate information about the centre when approached.


Assessment was carried out on team members at the visitor lounge and concierge desks and the team members were evaluated on two specific categories:
1) Customer service performance
2) Customer interaction


Customer service performance –
Amazing – 50%
Good – 50%

Customer interaction –
Amazing – 33%
Good – 33%
Poor – 34%

Overall performance –
Amazing – 50%
Good – 17%
Improvement required – 33%


Identified key areas that needed to be improved to be able to give consistent amazing customer service by all team members.