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International Customer Benchmarking
GAPbuster Worldwide's Head 2 Head benchmarking project compares customer service standards of retailing competitors and industry segments around the world. The project provides the raw material for the GAPbuster Worldwide index, the only global customer service benchmark of its kind.
Each month major European retail chains are placed "Head 2 Head." GAPbuster Mystery Shoppers visit stores in each chain at random times throughout a given month and evaluate the quality of service offered by staff. Findings are reported in major European retail and trade publications.
GAPbuster's specially designed service standards instruct members of our customer service evaluators to discreetly record key aspects of each brand's service performance. Sales staff's appearance, friendliness, and sales techniques are among the typical service elements tested.
The results are sometimes contentious, often fascinating, and always revealing.
Collected data and analysis forms part of GAPbuster Worldwide's global best practice information library. |
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