Since 2018, Ramstore Kazakhstan supermarkets and shopping malls chain launched the Mystery Shopping program. To the date, Mystery Shoppers have already completed over 800 evaluations in 11 Ramstore supermarkets and 5 Ramstore Express format supermarkets in the cities of Almaty and Nur-Sultan.
The received reports allow us to analyze the general level of service and structure information for each unit. Based on the results of the analysis, recommendations are formed to improve the service. Important indicators are the Customer Loyalty Index – NPS and Emotional Index. The main indicator is the Total Service Index. To show the best results, teams of stores compete for the main challenge prize – the Service Cup – an instrument of non-material reward for employees for a customer-oriented approach to work. On a quarterly basis, 4Service Kazakhstan and Ramstore gather all directors at the presentation of a joint project report. Based on the results of the work, the best location is determined, and the Director of this supermarket is awarded.
Due to the regularity of such an audit, we are able to track changes in the context of the entire company and a specific store.
During the project, the Cup of service received:
1) Ramstore Aport, Almaty (March – May 2018)
2) Ramstore Atrium, Almaty (June – August 2018)
3) Ramstore Express Chaliapin, Almaty (September – November 2018)
4) Ramstore Azhar, Nur-Sultan (December 2018 – February 2019)
5) Ramstore Azhar, Nur-Sultan (March – May 2019)
6) Ramstore Samal, Almaty (June – August 2019)
Congratulations to the Ramstore Samal team and wish you new service feats, endless enthusiasm and positive emotions from grateful customers!
And most importantly, let our customers receive service in accordance with expectations, a service about which they would like to tell friends and which makes them return to the company again.