Mystery Shopper wants to purchase a prepay handset that includes monthly internet access, with a budget of 200
5: Orange
Product range – 5/5
Product knowledge – 2/5
Airtime knowledge – 2/5
Questioning ability – 1/5
Sales ability – 2/5
Shop appearance – 5/5
Total – 17/30
4: O2
Product range – 5/5
Product knowledge – 3/5
Airtime knowledge – 4/5
Questioning ability – 1/5
Sales ability – 2/5
Shop appearance – 5/5
Total – 20/30
3: Vodafone
Product range – 4/5
Product knowledge – 4/5
Airtime knowledge – 3/5
Questioning ability – 3/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 21/30
2: Orange
Product range – 5/5
Product knowledge – 3/5
Airtime knowledge – 3/5
Questioning ability – 4/5
Sales ability – 3/5
Shop appearance – 5/5
Total – 23/30
1: Three
Product range – 4/5
Product knowledge – 5/5
Airtime knowledge – 5/5
Questioning ability – 3/5
Sales ability – 4/5
Shop appearance – 5/5
Total – 26/30
Summary
All the Coventry stores scored above-average and offered appropriate solutions. But it was the Three store’s mix of great customer service and commercial value that no other outlet could match on the day.
A variety of handsets were recommended, of which the majority run the increasingly popular Android operating system. It was the level of detail that separated the best from the rest, with issues ranging from very top-line handset descriptions to inaccurate tariff information lowering Mystery Shop scores.
Full review in Mobile News issue 483 (February 28, 2010).
