• Mystery Shopping your Customer Experience

  • Queensway open their 21st Starbucks store

    And we had the pleasure of attending! Blue skies, balloons, coffee and cake made the perfect day in Cheadle’s high street for the opening of a brand-new Starbucks. 

    Proinsight partnered with Queensway to deliver their mystery shopping programme back in 2018 when they had 13 Starbucks stores and we have loved being a part of their journey and watching them grow.

    Queensway have put mystery shopping at the heart of their business, measuring employee’s success driving consistency in service.

    Head of Operations, Shakeel Jivraj explained the importance of their programme: “Since 2018, Proinsight has been the chosen partners for Queensway, delivering a blended programme of eat-in, takeaway and drive thru mystery shops at each location, twice a month and most recently beginning to measure our Click & Collect and Delivery services adding value with their Voice of the Customer feature. The main focus for our Starbucks stores is how our team members upsell products. This starts with ensuring all products are well stocked, well presented and prices are clear. It is then the responsibility of each staff member to upsell a larger drink and offer a specific product to accompany the consumer’s choice of hot drink. We have since implemented a bonus structure for our teams in store which is based on the sales section of our mystery shop results. By incentivising our staff and measuring the service delivered through mystery shopping, we have been able to enhance the focus on the up sale of products which has increased our overall mystery shop score by 25%. 2 years on from starting the programme, 90% of staff members consistently upsell to customers resulting in sales targets being overachieved. Proinsight have supported us on this journey by refining what we measure and putting the focus on our KPI’s. Our Account Manager is always on hand to help and guide wherever and whenever we require it.”