Mystery Shopper: Leeds

5: IKEA

Product range – 1/5
Product knowledge – 2/5
Airtime knowledge – 2/5
Questioning ability – 2/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 14/30

4: O2

Product range – 4/5
Product knowledge – 2/5
Airtime knowledge – 2/5
Questioning ability – 2/5
Sales ability – 2/5
Shop appearance – 5/5
Total – 17/30

3: Virgin Media

Product range – 3/5
Product knowledge – 3/5
Airtime knowledge – 3/5
Questioning ability – 2/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 18/30

2: T-Mobile

Product range – 3/5
Product knowledge – 4/5
Airtime knowledge – 3/5
Questioning ability – 3/5
Sales ability – 3/5
Shop appearance – 5/5
Total – 21/30

1: Vodafone

Product range – 4/5
Product knowledge – 5/5
Airtime knowledge – 4/5
Questioning ability – 5/5
Sales ability – 4/5
Shop appearance – 5/5
Total – 27/30

Summary

Overall T-Mobile turned out to have the best deal for the money spent but the service was too pushy, especially since I did not want a contract.

Vodafone showed great customer service, intelligent store layout and catered to consumer’s needs and wants. Bola actually listened to what I requested and recommended the correct service and nothing more.

IKEA’s offering was very competitive but the low level of staff knowledge or visible information means potential customers will be lost. O2 was disappointing on value for money and customer service, whilst Virgin Media did not have a family-themed service.

Full review in Mobile News issue 447 (September 7, 2009).

To subscribe to Mobile News click here