Mystery Shopping for a Real Estate Developer

Mahagun Group, one of the leading real estate developers in Noida wanted to conduct mystery shopping to evaluate the sales process adherence & service quality of their project office staff. The aim was to identify and fill the gaps throughout the complete buying journey of the consumers. Mystery shopping was conducted to identify the following parameters:

• Evaluation of the appointment booking process
• Office Experience – Ambiance, Infrastructure, Hygiene
• Evaluation of staff service and interaction
• Site visit experience
• Follow up process
• Integrity & Ethics of the field personnel 

Approach

The approach adopted to successfully deliver the scope of work was as under:

• Utilizing premium auditors who can pose as genuine customers since the product in question is a high value purchase
• Ensuring more than one person conduct the audit (couple/father-son/brother-sister) as real estate purchase is a family decision & not an individual one
• Equipping them with adequate knowledge about the ongoing residential projects in the geography where client project was present

Outcome

The client was provided with property-wise ratings and trend analysis on various parameters – Appointment booking, Sales interaction, Staff standards, Amenities and property facilities. The client evaluated gaps & necessary improvement actions were planned & implemented.