Mystery Shopper: Birmingham

Product range – 3/5
Product knowledge – N/A
Airtime knowledge – 3/5
Questioning ability – 2/5
Sales ability – 3/5
Shop appearance – 5/5
Total – 16/30

=3: O2

Product range – 4/5
Product knowledge – N/A
Airtime knowledge – 3/5
Questioning ability – 2/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 16/30

=3: Vodafone

Product range – 3/5
Product knowledge – N/A
Airtime knowledge – 3/5
Questioning ability – 3/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 16/30

2: Carphone Warehsoue

Product range – 3/5
Product knowledge – N/A
Airtime knowledge – 4/5
Questioning ability – 3/5
Sales ability – 3/5
Shop appearance – 5/5
Total – 18/30

1: Intercity (Independent)

Product range – 3/5
Product knowledge – N/A
Airtime knowledge – 5/5
Questioning ability – 4/5
Sales ability – 5/5
Shop appearance – 3/5
Total – 20/30

Summary

High street stores were less inclined to discuss international call options. directing customers to company websites for more information was a favourite ploy after initial discussions had passed.

Margaret of Intercity showed great customer service and product knowledge of Lebara, which itslef offered a far cheaper option than all the others. Whilst not offering the UK dedicated extras that Orange or Vodafone have, the core focus of the mystery shop was calling abroad and with this in mind the winner is easy.