Christmas Mystery Shopping Measures Levels of 'Christmas Cheer' From Major Retail Outlets

Performance House has today announced the results of their annual Measure of Christmas Cheer study.

(PRWEB) December 18, 2004 -- Performance House's annual measure of Christmas Cheer in the retail sector has found that Woolworth's employees truly represent the positive spirit of Christmas.

This annual research study carried out by Performance House, the quality management, benchmarking and mystery shopping experts, involved researchers telephoning well known high street retailers in the UK and investigating employees knowledge of the Christmas period and measure the overall level of Christmas cheer experienced during the call.

In addition to the high street stores the study also focused specifically on the leading mobile network providers in the UK.

With camera mobile phones again expected to be the Christmas 'must have' present the researchers asked, Orange, O2, Virgin Mobile, T-Mobile, 3 and Vodafone for information and guidance for their 16 year old nephew.

I would like to buy my nephew the latest must have" camera phone,

Hes 16. Can you recommend a phone please?"

The results were wide and varied with the researchers unable to speak to a Vodafone representative at all.

Mobile Operators - Christmas Cheer League

1st o2

2nd Virgin Mobile

3rd Orange

Following 2003's Measure of Christmas Cheer, Performance House also measured the level of Christmas Cheer from our favourite high street retailers.

The high street retailers were presented with the following scenario;

"I am hoping to visit you store over the next couple of weeks.

1)Will there be a Santas grotto?

2)What is the 'must have present this year? (13 year old boy)

3)Does the store offer gift wrapping?

4)Does your store offer delivery if I cant make it in to see you?

5)When do your sales start?"

The researchers called stores in both the north and south of the country (the north vs south comparison is available from Performance House). The stores contacted included, Argos, House of Fraser, Woolworths, Tesco, Toys R Us, PC World, Harvey Nichols, Dixons and Harrods.

Christmas Cheer Results League - Retail

1st Woolworths

2nd Dixons

3rd Harvey Nichols

4th PC World

5th House of Fraser

6th Argos

7th Harrods

8th Tesco

9th Toys R Us

To obtain a full copy of the report contact Rob Dunphy.

About The Measure of Christmas Cheer:

This annual study is carried out by Performance House with the aim of improving customer services for all during this busy festive period. The report includes the Bah-Humbug Baromoter and will compare Christmas Hampers in 2005.

The Performance House Service Mark (PHSM) has been developed across multiple business sectors and provides a simple and clear quality analysis of customer contact environments, face to face, on the telephone, online or via email.

The Measure of Christmas Cheer is based on key measures within the PHSM including, Friendliness, Ownership, Promotional Skills, Knowledge, Responsibility and also includes time taken to speak to an agent and length of time in queuing system.

For more information about the results & methodology contact Performance House, the global experts in quality management, mystery shopping and benchmarking. Telephone: +44(0)1768 866050

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