本文由上书房信息咨询（市场调查公司）出品，欢迎转载，请注明出处。中国独立第三方调研机构市场调查专业执行公司上书房信息咨询神秘顾客调查执行覆盖全国80%以上乡镇地区，多年来与国内知名企业、连锁企业形成长期合作，服务行业包括汽车、餐饮、零售、电商、酒店、景区、窗口、银行、服装等等，服务完成专项案例50,000例，样本1,150,000个，获取客户的高度信任，赢得业界的一致认可。
营业厅神秘顾客暗访调查方案通常包括以下步骤：
1、目标设定：明确调查的目的和目标，例如评估服务质量、检查销售流程等。
2、调查者招募：招募合适的神秘顾客，确保他们符合目标客户的特征，并具备良好的观察和记录能力。
3、调查场景和时间安排：确定调查的时间和地点，安排神秘顾客以真实客户的身份访问营业厅。
4、调查指标和评估要点：制定评估指标和评分标准，例如服务态度、专业知识、响应速度等，确保评估的客观性和一致性。
5、数据收集和记录：神秘顾客在访问过程中记录关键观察点，包括员工服务表现、产品推荐、销售流程等，同时记录时间、地点和员工姓名等细节信息。
6、数据分析和整理：对收集到的数据进行整理和分析，提取关键问题和改进建议。
7、调查报告撰写：根据调查结果撰写调查报告，包括背景介绍、调查方法、数据分析、问题点和建议等内容。
8、结果反馈和改进措施：将调查报告反馈给相关部门或营业厅管理人员，与他们共同制定改进措施和行动计划。
9、跟踪和评估：定期跟踪改进措施的实施情况，并进行后续评估，以确保问题得到解决并持续提高服务质量。
以上是营业厅神秘顾客暗访调查方案的一般步骤，具体实施时需要根据营业厅的特点和目标进行调整和细化。详细情况可咨询深圳神秘顾客市场调查。
沈阳市场调查公司上书房信息咨询在2022年服务客户超过100家，包含了写字楼、产业园区、住宅、上海第三方满意度测评、景区满意度调查、满意度调查问卷、深圳公众民意调研、客户满意度调查、深圳物业服务市场调查公司、深圳公众民意调研、开展购物市场调查、满意度调查报告、第三方评估市场调查公司、第三方评估市场调研、第三方评估市场调研机构、成都市场调查、上海小区业主满意度调查等多种类型，调查项目覆盖了国内160余个城市，通过电话调查、网络问卷、现场访问、深度访谈、焦点小组等方式调研有效样本超5,000,000个。
Investigation Plan for Secret Customer Visits in the Business Hall
The mystery shopper undercover investigation plan for service centers typically includes the following steps:
1、Objective setting: Clearly define the purpose and objectives of the investigation, such as evaluating service quality or inspecting sales processes.
2、Recruiting investigators: Recruit suitable mystery shoppers who fit the characteristics of the target customers and possess good observation and reporting skills.
3、Setting investigation scenes and schedule: Determine the time and location of the investigation, and arrange for mystery shoppers to visit the service centers as genuine customers.
4、Investigation indicators and evaluation points: Establish evaluation indicators and scoring criteria, such as service attitude, product knowledge, response speed, etc., ensuring objectivity and consistency in the evaluation.
5、Data collection and recording: The mystery shoppers record key observation points during their visits, including staff service performance, product recommendations, sales processes, etc. They also record details such as time, location, and staff names.
6、Data analysis and organization: Organize and analyze the collected data, extract key issues, and provide improvement suggestions.
7、Report writing: Prepare an investigation report based on the findings, including background information, investigation methods, data analysis, problem areas, and recommendations.
8、Result feedback and improvement measures: Share the investigation report with relevant departments or service center managers and collaborate with them to formulate improvement measures and action plans.
9、Tracking and evaluation: Regularly monitor the implementation of improvement measures and conduct follow-up evaluations to ensure that issues are resolved and service quality continues to improve.
The above steps outline the general process for conducting a mystery shopper undercover investigation at service centers. The specific implementation may vary depending on the characteristics and objectives of the service center.Please note that specific methods and steps may vary depending on the specific requirements of the restaurant and the objectives of the survey.
