Grass Roots to grow mystery shopper team

Grass Roots Middle East has launched a recruitment drive to invite more people to join its Mystery Shopping programme.

The business performance improvement specialist plans to expand its base of mystery shoppers to meet an increased demand from Middle East businesses for customer service measurement, and its new websites for the regional and global markets have gone live.

Using mystery shoppers, Grass Roots recently conducted a survey on the UAE retail sector that found one in three customers would not return to, or recommend the outlet they visited due to the bad customer service they received.

The Are You Being Served? UAE report discovered that the UAE retail sector was failing customers due to lack of intelligent service, and customers were particularly disappointed by with lack of initiative and poor product knowledge.

"Mystery Shopping provides an accurate picture of the customer experience, using real people in real situations to report their experience. We are inviting people of all backgrounds and nationalities representative of the region's demographic characteristics to join our programme," said Jason De Winne, general manager of Grass Roots Middle East and North Africa.

"Our survey has found that UAE retailers are falling short in customer service provision with as many as 38% of shoppers choosing not to return. Mystery Shopping gives businesses the opportunity to recognise these failures and redress the balance and will benefit any business that needs to monitor and measure service performance and improve customer retention," he added.

With a worldwide panel of more than 100,000 shoppers, the company provides evaluation services for businesses to give them objective and actionable data they need to improve staff performance and increase customer loyalty.

"We have had a thriving Mystery Shopping programme for the two years we have been active in the region and we are now developing this even more. We expect our shopper count to continue to grow rapidly, with hundreds of shoppers from across the region joining our team each month."

Grass Roots has invested in improved and advanced technology for its online Mystery Shopping programme. The new programme will provide shoppers with greater ease and accessibility to assignments.

As well as evaluating customer service through tailored Mystery Shopping programmes, Grass Roots is active in designing recognition programmes, organising client events and helping communicate brand values and strategies.

Now in its second year in the Middle East, Grass Roots brings nearly three decades worth of experience to the region and provides performance improvement services to more than 2000 clients in Europe, North America, Latin America, India and the Middle East.

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