Achievement

Success Case I : Store Violation Audit

American mobile phone communications and consumer electronics company - The client has worked with CRIF CCIS for more than 5 years, and over 1,000 audits have been made to the client’s stores every year. The client had not set up a company-operated store in Taiwan at that time and only sold products through partial specialty stores and officially authorized distribution channels. However, in an environment where multiple branded products are sold at the same time in a store, whether the sales staff recommend the products of the client truthfully, or whether the staff can introduce the features and functions of the product fully, and finally and most importantly, whether there is any violation of intellectual property rights.

Highlights

Operate in accordance with the international SOP - All mystery shoppers must have at least 4 times of training before they start working officially, so that the client can use the international inspection SOP to maximize their comparability.

Blend into Taiwanese business manners - When Taiwanese shop, there is a special phenomenon that they like to “freeload gifts“ from sellers, and such gifts can be tangible items or even pirated commercial software. Therefore, CRIF CCIS communicated with the client specifically and added the unique intellectual property violation in Taiwan to the audit items.

Provide forms rapidly - The questionnaire, recording file and sales staff’s business card and photos of the violation case can be uploaded to the audit platform within 8 hours.

Cooperate with the addition or adjustment of survey areas/number of stores - There is a large number of qualified mystery shoppers, and they are available for the client to adjust the survey area, number of survey stores and survey frequency.

----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Success Case II : Service Quality SOP Audit

Well-known restaurant chain enterprise - The client has over 40 restaurants in Taiwan and has always followed the SOP as its operating principle. It hopes to test whether the restaurant staffs are operating in accordance with the SOP and also make adjustments to the deficiencies of the existing SOP to provide more high-quality services and meals to consumers. In the process of survey planning, CRIF CCIS had conducted multiple field surveys and mutual verification with the experience in the past. In addition to adjusting the SOP audit items, it also integrated the consumer satisfaction survey, finding the unique advantages and improvement measures of the client from the actual consumers. Related recommendations therefore became the priority for future SOP adjustments.

Highlights

Based on field surveys and experience in the past, professional adjustments were made to SOP test items before actual testing, so that the client can audit each restaurant with clearer indicators.

Use hidden camera when having consumer experience and test the client's SOP implementation level and possible dispute in the process of consumption, which can provide the client with the most realistic service situation on the front line.

Integrate consumer satisfaction analysis and propose recommendations to SOP improvement that are closer to consumer trends, so that SOP is no longer limited to internal discussions.