2012 TOP SHOP® - How is the Competition Judged?

The TOP SHOP Retail® Excellence Awards follow a three stage Mystery Shopping process.

The first stage is an initial mystery shop for all Top Shop applications received, conducted by our mystery shopping partner HOED Mystery Shopping NZ Ltd.

The mystery shopping in the TOP SHOP® Retail Excellence Awards focuses primarily on the customer service and presentation of your store.  Each mystery shopper is briefed about the category of retail you operate in.

During their visit the mystery shopper will observe and report on a range of factors that contribute to the customer service as well as all other aspects that contribute to the overall retail experience.

Mystery Shoppers will not be judging stores on the products being offered, or the offers available - rather the focus of the visit will be on the layout of your store, presentation of products or services for sale and the knowledge, availability and service of your staff.

Each category has its own specialised mystery shopping questionnaire to best reflect the nature of the particular category.

The second stage of the judging process is to re-shop the top tier in each category. This will be a second mystery shop visit conducted by HOED Mystery Shopping.

The third and final stage of the judging process will be a third re-shop of the finalists in each category. Therefore your store/location could potentially receive three Mystery Shopper visits to determine if you are the winner in your category.

This will then decide who will be the winner in each category, as well as the Overall TOP SHOP® winner.

Individual survey results will be made available after the Top Shop Awards has been completed.

About Hoed Mystery Shopping NZ Ltd

HOED is a Customer Experience Management company (CEM), with a trained and active field force conducting thousands of surveys annually.

We provide quick access via online reporting, guaranteed results, incentive certificates, a challenge system and much more. HOED has a wealth of experience gained over 25 years, by driving change across retail networks for many high profile brands. We provide extra value to our clients.

HOED prides itself on preparing well planned and executed programs that provide feedback and support for Site Management Training, Customer Service, Performance Reviews & Incentive programs, ultimately leading to increased sales by identifying training issues, enhancing and rewarding staff performance and resolving problems before you lose customers or market share.

Our services include: Customer Experience Management – Direct Surveys / Industry Comparison Surveys / Competitor Comparison Surveys / Overt or Covert Surveys / Net Present Score (NPS) / Intercept Surveys / Brand Health check / Employee Satisfaction Surveys / Price Checks / OH&S Standards / Out-of-Stock / Franchise Compliance / Parallel Importing / Liquor & Tobacco compliance / Food Safety / Best Shop / Top Shop

We are able to drive change in businesses across a retail network for many recognisable brands. 

We are a member of the International Mystery Shopping Association - IMSA.
New Zealand based located in Auckland
www.hoed.co.nz or 09 579 0731

We guarantee our work – you have our word!