To grow rapidly more and more organizations are taking the franchised route. It becomes extremely important and mission critical to keep a check on the quality of service delivered at each outlet. Mystery audit is a simple yet extremely effective way to ensure every outlet carries the brand value & experience.

1. Customer
Experience
Measured

2. Franchising : Basic Elements
Customers Businesses often increase their
foot print through franchising
To enlist franchisees, brands
sometimes look for investors
Franchisees
(Master Franchisee)
Investors / Master Franchisees
either represent the brand directly
or through franchisees
Enablers
Brands / Investors get franchisees
Investor directly or through enablers
(Franchising publications, IFA,
networking etc.)
Enablers are forums, networks,
platforms where Brands/Investors
and potential franchisees meet to
explore opportunities
Brand

3. What do brands / investors / franchisees look for?
Value Creation The aim is to create
value
• Clear differentiation of
Financial Non-financial “The Brand” from others
•ROI •Customer satisfaction
•Valuations •Customer retention • Everyone sees the
services/product adding
value to their life
• A matter of PRIDE !
Brand/Investor
/Franchisee
These values will take
the brand forward
and ensure continuity
of ROI & Valuations

4. Some Common Challenges
Are all the
customers
Are all getting the
my stores bill?
clean?
How do
I reach out to
my customer?
What is
competition
doing?

5. How does a brand / investor / franchisee ensure a positive
Overall Experience on a continuous basis……
Simply……
“Inspect
What
you
Expect”

6. Mystery
Shopping
Interaction Conformance Life Cycle Alternate
Audit Benchmarking
Audit Audit Channel Audit
Trained shoppers Trained shoppers to Defining end to end Feedback through: Auditing interaction
to anonymously anonymously evaluate: customer touch point Benchmarking, quality & customer
evaluate : •Operational Efficacy and auditing each experience at IVR,
Focussed Groups &
•Customer •Employee integrity interaction for Mystery Audits for SMS, Website,
Experience compliance and Written
•Merchandising further improvement Self, Competition & communication
•Softer elements
like overall Best In class (Email, letter & fax)
environment,
selling skills, body
language
• Training & Workshop
• Process Optimization
• Process Audits

7. RAG Scores offers time tested customized modules
• Improve Brand Experience
• Conformance to your standards
• Integrity checks
• Improved bottom line through efficiency
enhancement

8. Expertise in Experience Management
Industry Assignment Clients
Outbound telecalling, Field data
collection, Database Mgt, Mystery
• Service Strategy Telecom audit, Process audit, Guest Retention,
Development
Call centre set up, Technology design,
Training
• Market Research Service Quality, Process audit,
Banking Guest Retention, Technology
design, Training, KYC
• Mystery audits
Proactive Life cycle Mgt, Process audit,
Hospitality Database Mgt, Guest retention,
Mystery dining
• Benchmarking
Service Marketing, Distribution Process & Training,
FMCG & Feasibility Study, Product Test Study, Mystery
• Process Audit Retail Shopping, Guest response Mgt.
Service audit – Experience & Standardization.
• Process Optimization Healthcare Recommendations on service improvement, standardization
& technology deployment
• Service Technology Design
Management Development Program,
BPO Performance Management system,
• Process Outsourcing Skills’ training
Educational Visiting faculty : CRM for MBA students
• MDP, Training / Training Corporate training

9. Contact us :
Arti Prakash Vijay Jassal
arti@ragscores.com vijay@ragscores.com
+91-9811476972 +91-9811318202
www.ragscores.com
A unit of Service Solutions