Client: MOBIFONE
Service: Mystery Shopping
Overview:
Mobifone is a major network operator worth 31 trillion VND in Hanoi, Vietnam. Founded in 1993, as a GSM launcher, Mobifone is the first & currently largest telecoms provider in Vietnam in terms of revenue.
Client Objectives:
MobiFone needed a solution to check their retailers, their showroom frontline staff at and customer service staff (hotline) and suggestion to improve the performance of these operations in terms of:
Work process
Work knowledge and Attitude
Working time & tools.
Solutions:
- We proposed a mystery shopping and calling to check the quality of Mobifone service as well as distribution compliance at retail channels.
- Based on the results, we suggested solutions, action and tracking plans to improve the quality of each operations.
