Mystery shopper taken on to boost Post Office sales

A MYSTERY shopping company that has just won two new clients says it is bagging more wins in the tough climate.

Stockport-based ABa Quality Monitoring has been appointed by the Post Office to manage a national mystery shopping programme.

ABa will help the Post Office check customer service levels as well as consistency in the physical look and feel of its branches.

Liz Lamb, head of insight at the Post Office, said: “Our estate is extensive, which presents both opportunities and challenges. We are committed to ensuring that every aspect of a customer’s experience is consistently good and to that end, we have a two year strategic programme that focuses on Retail Standards and Mystery Shopping.”

ABa has also won a new contract to develop and manage a call centre project for the Business Banking division of HSBC. 

The company, which employs 50 staff and had a turnover of £2.8m for its financial year to the end of February, says that it has seen an increase in business because companies are more willing to look at their customer service when trading is tough.

Kate Jacobson, managing director of ABa, said: “First impressions count and consistency of service delivery is pivotal in strengthening brand image.”

She added: “This is particularly important amidst a challenging economic climate, where customers are scrutinising their budget more than ever before.”