MSPA QUEUE SURVEY 2010 - INTERNATIONAL SERVICE CHECK

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MSPA QUEUE SURVEY 2010 - INTERNATIONAL SERVICE CHECK

MSPA

QUEUE SURVEY 2010

Survey Results

July 2010


Mystery Shoppers sought queues, joined

them, reported on what happened:

• How many customers?

• Time spent in queue?

• Actions taken by staff?

• Quality of service given?

• Levels of dissatisfaction?


1935 completed assessments

24 European countries


11 retail types:

Bank

Post Office

Grocery Supermarket

Grocery Convenience Store

Pharmacy/Drug Store

Liquor Store

Clothing Store

Department Store

Fast Food

Bus Station

Train Station


20

18

16

14

12

10

8

6

4

2

0

Average Queue Time (mins)

Bank

Post Office

Grocery supermarket

Grocery convenience

Liquor store

Fast Food

Pharmacy

Bus Station

Train Station

Clothing

Department store


7

6

5

4

3

2

1

0

Average Queue Length (customer groups)

Bank

Post Office

Grocery supermarket

Grocery convenience

Liquor store

Fast Food

Pharmacy

Bus Station

Train Station

Clothing

Department store


70

60

50

40

30

20

10

0

Dissatisfied Customers (%)

Bank

Post Office

Grocery supermarket

Grocery convenience

Liquor store

Fast Food

Pharmacy

Bus Station

Train Station

Clothing

Department store


Quality of Service Received (%)

The ‘Quality of Service’ score is based on the percentage of

customers who :

Were GREETED, when they reached the front of the

queue,

Received a SMILE for the member of staff,

Were able to make EYE CONTACT with the member of

staff,

Considered the member of staff to be HELPFUL.


100

90

80

70

60

50

40

30

20

10

0

Quality of Service Received (%)

Bank

Post Office

Grocery supermarket

Grocery convenience

Liquor store

Fast Food

Pharmacy

Bus Station

Train Station

Clothing

Department store


Austria

**Belgium

**Bosnia

Bulgaria

Croatia

Denmark

Estonia

**France

Greece

Hungary

**Ireland

Italy

Lat via

Lit huania

M acedonia

Poland

Portugal

Romania

Russia

**Spain

**Sweden

**The Netherlands

**Turkey

UK

Average Queue time (mins)

30

25

20

15

10

Note: Data marked ** is based on small sample sizes.

5

0


Austria

**Belgium

**Bosnia Hertz

Bulgaria

Croatia

Denmark

Estonia

**France

Greece

Hungary

**Ireland

Italy

Lat via

Lit huania

Macedonia

Poland

Portugal

Romania

Russia

**Spain

**Sweden

**The Netherlands

**Turkey

UK

Average Queue Length (customer groups)

8

7

6

5

4

3

2

1

0


Austria

**Belgium

**Bosnia hertz

Bulgaria

Croatia

Denmark

Estonia

**France

Greece

Hungary

**Ireland

Italy

Lat via

Lit huania

Macedonia

Poland

Portugal

Romania

Russia

**Spain

**Sweden

**The Netherlands

**Turkey

UK

100

Dissatisfied Customers (%)

90

80

70

60

50

40

30

20

10

0


Austria

**Belgium

**Bosnia hertz

Bulgaria

Croatia

Denmark

Estonia

**France

Greece

Hungary

**Ireland

Italy

Lat via

Lit huania

Macedonia

Poland

Portugal

Romania

Russia

**Spain

**Sweden

**The Netherlands

**Turkey

UK

Quality of Service Received (%)

100

90

80

70

60

50

40

30

20

10

0


Austria

**Belgium

**Bosnia hertz

Bulgaria

Croatia

Denmark

Estonia

**France

Greece

Hungary

**Ireland

Italy

Lat via

Lit huania

Macedonia

Poland

Portugal

Romania

Russia

**Spain

**Sweden

**The Netherlands

**Turkey

UK

Most ‘Smiles’ from staff in …

%

100

90

80

70

60

50

40

30

20

10

0

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