Mystery Shopping for a Playschool Chain

Bachpan is the most penetrated play schools chain with over 1000 schools Pan India. The brand follows high standards of quality & ethics and wants all its branches to religiously follow the same. In order to achieve the same, the client planned to conduct Mystery shopping across some of its play school branches.

Mystery shopping was conducted to keep a check on the school hygiene, admission process as well as integrity of branch owners. The parameters of evaluation included:

• Hygiene maintenance in School Interior & Exterior            
• Staff Interaction                                                                   
• Grooming & Knowledge of staff                                         
• Staff Behavior
• Admission process adherence
• Integrity check

 Approach:

The approach adopted to successfully deliver the scope of work is as follows:

• Identifying auditors who have children within the age group of upto 4 years
• Training of auditors on the admission process and standards of the school
• Integrity checks had to be performed cautiously & casually without getting caught as an auditor

Outcome:

A detailed report stating the overall and section-wise scores of all stores outlining:

• Best practices & key improvement areas to enable desired action in order to improve the overall parent experience
• Relevant proofs i.e. admission payment slips where integrity issues were observed