Spar improves mystery shopper scores following relaunch of Sparkling Service programme

Spar: customer service boost

Spar: customer service boost

Spar stores across the UK are celebrating improved Mystery Shopper scores following the successful relaunch of the group’s Sparkling Service programme.

The award winning customer service initiative was relaunched in January, with the purpose of helping retailers create a clear point of difference in the marketplace.

Spar UK corporate development director, Philip Marchant, said that comparative mystery Shopper scores across 200 Spar stores have identified noticeable improvements in store standards since Sparkling Service training was introduced.

He added: “We ran the mystery shopper exercise to show that the refreshed Sparkling Service training has delivered great results and made a real impact on customer service.

“The results prove that Sparkling Service is absolutely working as we had hoped – and that all our efforts in revamping the initiative have paid dividends.”

Overall 94% of Spar mystery shopper customers agreed or strongly agreed that the interior of the store was clean and tidy – up by 4%.

Service at the till has also improved significantly, with 78% now offered help with packing compared to 69% in the previous scores.

The Mystery Shopper programme measures a range of criteria including store standards, customer service and the check-out experience.

Each store was also given a Net Promoter Score (NPS) that measures the customer’s overall shopping experience and how likely they are to recommend friends and family to Spar. Overall this rating has increased from 42.5 to 47.

Marchant said: “These are fantastic results for Spar compared to our multiple competitors in the market.”

The Mystery Shopper visits are funded by the National Guild, meaning there is no cost for Spar retailers. Retail Active conducted the Mystery Shopper exercises.