episode 08 exercise 03

Part 3

Now go to the CanGo Intranet and click on the Mystery Shopper report. CanGo management requested a mystery shopper analysis of the firm's service. Numerous researchers shopped the site at various times of the day and week. The report on the Web site is one of the individual reports submitted by one of the researchers. Note from the report that the researchers had specific instructions about what to shop for and what information to collect during their visit.

Read through the report, then read the following ideas for improving service. Identify the gap being closed by the new policy.

1.	Adopt a policy of no inventory stockouts while working with suppliers to improve supply.


2.	Add customer service personnel to answer more efficiently customer phone and e-mail inquiries and complaints. Tighten standards to lower targeted e-mail response time to 12 hours or less.


3.	Add multiple delivery options, by company and by time (one-week, two-day, overnight), so customers can choose how quickly they want to receive their orders. Do a limited advertising campaign that highlights the new delivery options.

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