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Mystery Shopping: Target hosted an after-work at the CCIFC

Target SARL animated on Wednesday, June 29, an after-work at the French-Congolese Chamber of Commerce and Industry of Kinshasa headquarters on "Mystery Shopping." In a full room, the main speaker of the evening, Serge Mumbu, General Manager of Target, had described the mystery shopping technique to the assistant.

In his presentation, Serge Mumbu presented "Mystery Shopping" as a technique for companies to improve their customer experience. During mystery shopping surveys, mystery shoppers are sent to stores, banks, and other institutions to measure the quality of customer service. Mystery shopping surveys are also done through emails and customer service calls.

Eunice Masuaku, Business Development at Target SARL, intervened to illustrate problems detected during mystery shopping organized by Target, including those related to the interior and exterior appearance, politeness, dress code, sanitation, the interaction between customers and agents, and knowledge of employees on products.

Serge Mumbu explained that mystery shopping is not a chase. It does not aim at denouncing agents. Its objective is to improve the customer experience through, for example, the training of the reception agents, the rotations of the security agents, the non-use of a telephone at the time of the service, and the knowledge of the products by the agents.

After the presentation, a question and answer session took place, followed by a networking session between the guests, who were able to exchange contacts and information on the activities of their companies.

Monday, July 4th, 2022 - 12:36