CUSTOMER PERCEPTIONS Intro to the Mystery Shopping Programme

CUSTOMER PERCEPTIONS Intro to the Mystery Shopping Programme

23 years in business Our services include: Customised Mystery Shopping Programmes Operate in all sectors Competitor Analysis - Benchmarking Member of the MSPA Europe and a Retail Excellence Partner Tell. Us. First™ Customer Satisfaction Surveys (Exit Polls/ Interviews) Maintain top quality standards, such as ISO 9001: 2015 and we are fully GDPR compliant Compliance Audits Website Analysis Provide training, consultancy and E-learning services Online Surveys Focus Groups And many more… ABOUT US

MYSTERY SHOPPING PROGRAMME

The mystery shopping programme will serve a number of functions: Capture that the Fundraisers are in the correct locations at the correct time. Capture if any other Fundraisers are in these locations. Measure how the Fundraisers are approaching, and interacting with people. Measure the level of knowledge of the Fundraisers. Identify any potential training needs. OBJECTIVE OF MYSTERY SHOPPING

Streets to be assessed = Cork x 1, Galway x 1, Dublin x 2 Frequency = once per month Consistency is key to measure trends, and highlight any areas to focus on LOCATIONS TO BE ASSESSED

1. Our mystery shoppers will be asked to attend certain locations at specific times (provided to us by Charities Institute Ireland). 2. Our mystery shoppers will measure if Fundraisers are at the locations they are allocated, and the correct time slots. 3. They will also interact with the Fundraisers to measure how mystery shoppers are being dealt with. 4. After each mystery shop has happened, an audit form will be completed, detailing the Fundraiser performance, and will include lots of commentary from our mystery shopper. 5. The completed audit forms will then be released to Charities Institute Ireland, along with access to dashboards summarising your results. MYSTERY SHOPPING PROCESS

Location Was the designated Charity Fundraiser on the correct Yes(10) street at the correct time? No(0) If you ticked no, please state why: Was there any other Charity Fundraiser on this same Yes(0) street during your visit? No(0) If yes, what charity was it? Was the Fundraiser standing MORE than 3 metres from a shop doorway, pedestrian crossing, cashpoint, or station entrance? Yes(10) No(0) WHAT WILL WE MEASURE?

Interaction Yes(10) Was the Fundraiser professional in their dealings with all passing pedestrians? No(0) N/A(0) Yes(10) Was the Fundraiser wearing a clearly visible name badge? No(0) N/A(0) Charity Name(3) Did the name badge include the following: CHY Number(3) Fundraisers Name(3) When you asked the Fundraiser if they are a registered charity, how did they respond? Yes(10) Were you confident in the Fundraisers answer? No(0) Was the Fundraiser knowledgeable in where the proceeds will go to, and what Yes(10) they will contribute towards? No(0) Yes(0) No(10) Yes(10) Did they clearly explain why they could not accept cash? No(0) N/A(0) Yes(10) Did the Fundraiser clearly explain what would happen after you had subscribed No(0) to the charity? N/A(0) When you asked the Fundraiser if you could donate cash, did they agree? When you asked the Fundraiser if the charity complied with the new Data Protection law with regards communication, how did they respond? When encouraging you to proceed, was the Fundraiser: Way too pushy(0) Encouraging, but at a reasonable pace(20) Neutral(0) Not bothered(0) WHAT WILL WE MEASURE?

Overall Impressions In a genuine situation, would you have been happy to Yes(10) donate? No(0) If no, why not? Based on your interaction with the Fundraiser, would Yes(20) you trust this charity? No(0) Please give a full detailed account of your interaction with this Fundraiser. You must detail how they were approaching pedestrians, how they interacted with you, and how you felt upon leaving them: WHAT WILL WE MEASURE?

Once the visits have been completed, the information is available within 48 hours to the nominated contact. You will receive a detailed report on what happened. Over time, we can begin to form trends recurring issues that need attention. and analysis, and identify any All of this information is available to the nominated contacts on their live dashboards. WHAT HAPPENS NEXT?

ANY QUESTIONS?