Summary Report Wave 1 (June 2008)

Visit Calls
Overall Diff Store
Store Overall Visit Best Store Diff Store vs Best Store
Store Store Average Calls vs
Average Average To Date Overall To Date
Average Overall
EH 91.7% 70.1% 91.7% 21.5% 95.2% 87.1% 95.2% 8.1%
FO 54.2% 70.1% 91.7% -16.0% 75.0% 87.1% 95.2% -12.1%
FM 91.7% 70.1% 91.7% 21.5% 85.7% 87.1% 95.2% -1.4%
ME 63.9% 70.1% 91.7% -6.3% 90.5% 87.1% 95.2% 3.4%
PC 65.3% 70.1% 91.7% -4.9% 81.0% 87.1% 95.2% -6.2%
TM 54.2% 70.1% 91.7% -16.0% 95.2% 87.1% 95.2% 8.1%
Differences of +/- 1% maybe evident due to the way the software rounds up or down values

Strongest vs Weakest Store Overall

Combined Combined
Store
Average Rank
FO 64.6%
EH 93.5% 1
FO 88.7% 2
FM 77.2% 3 EH 93.5%
ME 74.7% 4
PC 73.1% 5
TM 64.6% 6 0% 20% 40% 60% 80% 100%
Overall Combined Average 78.6%
Differences of +/- 1% maybe evident due to the way the software rounds up or down values

Summary Report Wave 1 (June 2008) Methodology

100% 95.2% 95.2%
91.7% 91.7% 90.5%
85.7% There was 1 visit and 1 call made to each of the 6 outlet
81.0% stores. The results given exclude any measure with the
80% 75.0%
65.3%
(N/S) symbol as these were given for information
63.9%
purposes only and not a reflection on individual store
60% 54.2% 54.2%
Visit Calls
performance.
40% The tables above give individual and combined results for
both Visits and Calls as well as Ranking within the group.
20%
Comparisons are with a Best store to date and a current
0% Wave Average.
EH FO FM ME PC TM

Sample Of Positive Visit Comments:

"Bright airy shop with well displayed interesting merchandise mostly made in the UK."

"The displays were colourful, well displayed and appealing."

"The pleasing look of the display of the shop, with the colourful items."

Sample Of Negative Visit Comments:

"The lack of suggestions, and yet again a very oversized bag for a very small purchase. This was the smallest purchase of the three made and
received the largest carrier bag!"
"The presumption that I was looking for a 'cheap' present. She had no idea of my budget, never asked, and presumed that I wasn't looking for
anything expensive, or for that matter if I could afford it."
"The lack of suggestions regarding the wedding present, and the poor visual pricing."

Sample Of Positive Call Comments:

"The advisor came across extremely polite and helpful. Came across quite cheerful in telling me about the products that they have and checked to
see if I knew where they were for calling in."
"Offered plenty of help and product ranges and the personalized service they offer on the products."
"Went out of his way to check prices etc for me. Offered to put one of the bowls to one side for me."

Sample Of Negative Call Comments:

"Nothing in particular, apart from not having the Fig range in stock.
"Nothing in particular.

"Nothing in particular.

Mystery Shoppers (c) 2008 1 Anon 13 08 08 V2.0/CP

 Visits
Section E
Section B Section C
Section A Section D (Satisfaction / Overall (All
Store (Selling (Customer Rank
(Welcome) (Purchase) Customer Sections)
Skills) Service)
Response)
EH 92% 100% 100% 80% 100% 92% 1
FO 54% 20% 67% 70% 50% 54% 5
FM 85% 100% 100% 90% 100% 92% 1
ME 62% 100% 67% 70% 20% 64% 4
PC 69% 40% 67% 70% 70% 65% 3
TM 69% 0% 33% 70% 50% 54% 5
Average Wave 1 72% 60% 72% 75% 65% 70%

Visits
Overall (All
Store EH FO Fm ME PC Tm
Sections)

A1 Easy To Find Shop (N/S) 100% 100% 50% 100% 100% 100% 92%
A2 Rate Shop Window 100% 100% 100% 50% 50% 100% 83%
A3 Rate Shop Cleanliness 100% 50% 100% 100% 50% 100% 83%
A4 Was Shop Window Tidy 100% 100% 100% 100% 100% 100% 100%
A5 No. Of Other Customers 3.0 3.0 1.0 3.0 2.0 0.0 2.0
A6 Staff Easy To Identify (N/S) 0% 100% 100% 100% 100% 100% 83%
A7 No. Of Staff Visible 2.0 2.0 2.0 3.0 1.0 1.0 1.8
A8 Staff Watching Customers 100% 100% 100% 0% 100% 100% 83%
A9 Staff Activity 100% 50% 100% 100% 100% 0% 75%
A10 Staff Greeting 100% 0% 100% 0% 100% 100% 67%
A11 Did Staff Approach 100% 50% 50% 0% 0% 0% 33%
A12 How Long Before Approached 100% 0% 50% 0% 0% 0% 25%
A13 No. Of Minutes Before Approached 2.0 10.0 2.0 4.7
A14 First Impressions Of Shop 100% 100% 100% 50% 100% 100% 92%
A15 Temperature In Shop (N/S) 100% 100% 100% 0% 0% 100% 67%
A16 Shop Music Volume 0% 0% 0% 100% 0% 0% 17%
A17 Shop Layout 100% 50% 100% 100% 100% 100% 92%
A18 Shop Displays 100% 50% 100% 100% 100% 100% 92%
A19 Stock Boxes 100% 50% 100% 100% 100% 100% 92%
B1 Staff Ask Questions 100% 0% 100% 100% 0% 0% 50%
B2 Staff Listen & Respond 100% 100% 100% 100% 100% 0% 83%
B3 Offer A Choice Of Items 100% 0% 100% 100% 100% 0% 67%
B4 Staff Knowledge 100% 0% 100% 100% 0% 0% 50%
B5 Handled Objections 100% 0% 100% 100% 0% 0% 50%
B6 Encouraged To Buy Second Item (N/S) 0% 0% 0% 100% 0% 0% 17%
C1 Acknowledge Customers 100% 0% 100% 0% 0% 0% 33%
C2 Staff Well Presented 100% 100% 100% 100% 100% 100% 100%
C3 Staff Positive And Pleasant 100% 100% 100% 100% 100% 0% 83%
D1 Counter Clutter Free 100% 100% 100% 100% 100% 100% 100%
D2 Returns Policy Displayed At Till 0% 100% 100% 0% 100% 100% 67%
D3 Staff Made Eye Contact 100% 100% 100% 100% 100% 100% 100%
D4 Were You Addressed Politely 100% 100% 100% 100% 100% 100% 100%
D5 Offered Gift Wrapping 100% 0% 100% 0% 0% 0% 33%
D6 Gave Receipt 100% 100% 100% 100% 100% 100% 100%
D7 Thanked For Your Custom 100% 100% 100% 100% 100% 100% 100%
D8 Gave Farewell 100% 100% 100% 100% 100% 100% 100%
D9 Offered A Catalogue 100% 0% 100% 100% 0% 0% 50%
D10 Offered Mailing List 0% 0% 0% 0% 0% 0% 0%
E1 Felt Welcomed 100% 100% 100% 0% 100% 100% 83%
E2 Quality of Service 100% 0% 100% 0% 100% 0% 50%
E3 Farewell 100% 100% 100% 100% 100% 50% 92%
E4 Overall 100% 50% 100% 0% 50% 0% 50%
E5 Recommend Shop To Others 100% 0% 100% 0% 0% 100% 50%
Section A (Welcome) 92% 54% 85% 62% 69% 69% 72%
Section B (Selling Skills) 100% 20% 100% 100% 40% 0% 60%
Section C (Customer Service) 100% 67% 100% 67% 67% 33% 72%
Section D (Purchase) 80% 70% 90% 70% 70% 70% 75%
Section E (Satisfaction / Customer Response) 100% 50% 100% 20% 70% 50% 65%
Overall (All Sections) 92% 54% 92% 64% 65% 54% 70%
Differences of +/- 1% maybe evident due to the way the software rounds up of down values
Measures marked with (N/S) are Non Scoring questions that are excluded from the Section and Overall Averages

Mystery Shoppers (c) 2008 2 Anon 13 08 08 V2.0/CP

 Calls
Section C Section D
Section A Section B (Knowledge (Agent All Sections
Store Rank
(Greeting) (Callbacks) And Selling Rating Overall
Skills) Overall)
EH 100% 92% 100% 95% 1
FO 60% 75% 94% 75% 6
FM 80% 83% 100% 86% 4
ME 80% 92% 100% 90% 3
PC 80% 75% 100% 81% 5
TM 100% 92% 100% 95% 1
Average Wave 1 83% 85% 99% 87%

Calls
Overall (All
Store EH FO Fm ME PC Tm
Sections)

Number Of Aborted Calls 0 0 0 1 0 1 0

Number Of Callbacks 0% 0% 0% 0% 0% 0% 0%
A1 Call Answered Within 5 Rings Or Answerphone 100% 100% 100% 100% 100% 100% 100%
A2 Greeting With Professional Tone 100% 100% 100% 100% 100% 100% 100%
A3 Gave Salutation 100% 0% 0% 100% 100% 100% 67%
A4 Mentioned Company Name 100% 100% 100% 100% 100% 100% 100%
A5 Gave Own Name 100% 0% 100% 0% 0% 100% 50%
B2 Offered A Callback (If Applicable) (N/S) 0% 0% 0% 0% 0% 0% 0%
B2 Callback Received
B3 Called Back Within 2 Hours
B4 Time Taken for Callback (Hours)
C1 Established The Nature Of Query 100% 100% 100% 100% 100% 100% 100%
C2 Attempted To Solve The Query 100% 100% 100% 100% 100% 100% 100%
C3 Dealt With the Query Politely 100% 100% 100% 100% 100% 100% 100%
C4 Appear Helpful 100% 100% 100% 100% 100% 100% 100%
C5 Sound Knowledgeable 100% 100% 100% 100% 100% 100% 100%
C6 Offer A Catalogue 100% 0% 100% 0% 0% 100% 50%
C7 Refer To The Website For A Catalogue 100% 0% 0% 100% 0% 0% 33%
C8 Use Good Listening Skills 100% 100% 100% 100% 100% 100% 100%
C9 The Use Of Your Name Have Been Appropriate (N/S) 0% 0% 0% 0% 0% 0% 0%
C10 Did Advisor Use Your Name (N/S)
C11 Build Up Good Rapport 100% 100% 100% 100% 100% 100% 100%
C12 Was The Response Jargon Free 100% 100% 100% 100% 100% 100% 100%
C13 Offer You Future Help 0% 0% 0% 100% 0% 100% 33%
C14 End The Call With Appropriate Farewell 100% 100% 100% 100% 100% 100% 100%
D1 Did You Feel They Wanted Your Business 100% 100% 100% 100% 100% 100% 100%
D2 Would You Visit A Branch Based On the Call 100% 100% 100% 100% 100% 100% 100%
D3 Would You Recommend The Company Based On the Call 100% 100% 100% 100% 100% 100% 100%
D4 Rating Of The Call Overall 100% 75% 100% 100% 100% 100% 96%
Section A (Greeting) 100% 60% 80% 80% 80% 100% 83%
Section B (Callbacks)
Section C (Knowledge And Selling Skills) 92% 75% 83% 92% 75% 92% 85%
Section D (Agent Rating Overall) 100% 94% 100% 100% 100% 100% 99%
All Sections Overall 95% 75% 86% 90% 81% 95% 87%
Differences of +/- 1% maybe evident due to the way the software rounds up of down values
Measures marked with (N/S) are Non Scoring questions that are excluded from the Section and Overall Averages

Mystery Shoppers (c) 2008 3 Anon 13 08 08 V2.0/CP