We work hard to run an efficient operation while emphasizing clean stores and friendly service. One way we ensure best practices is with the feedback we gain through Jancyn’s mystery shopping program.
San Jose, CA (PRWEB) May 31, 2014
Rotten Robbie, operated by Robinson Oil Corporation, Northern California’s most popular independent gas station and convenience store chain, is partnering with Jancyn Evaluation Shops, a leading customer satisfaction solutions company, to deploy a mystery shopping program across its 34 stores. Rotten Robbie is using Jancyn’s mystery shopping services and robust analytics to ensure each of its locations delivers a consistently on friendly, efficient customer service and sales promotion targets.
Rotten Robbie’s success over the years stems from their ability to sell high volumes of fuel at competitive prices. “We work hard to run an efficient operation while emphasizing clean stores and friendly service. One way we ensure best practices is with the feedback we gain through Jancyn’s mystery shopping program. Our employees must display great customer service, teamwork, and positive attitudes.” said Michele Jesus, Executive Assistant to CEO Tom Robinson.
Rotten Robbie’s mystery shopping program is designed to drive accountability in each location, leading to bottom-line improvements and more happy customers. Jancyn is able to identify specific customer service areas for improvement at a store level by applying sophisticated analytics to Rotten Robbie’s mystery shopper data. The program data is also used to ‘fuel’ their recognition and incentive programs.
“Mystery shopping is one of the most insightful (we call it our insight from the outside) customer experience measurement tools a business can use. It provides both a holistic and individual view of operations,” said Vicki Dempsey, Vice President of Sales and Marketing at Jancyn. “Rotten Robbie is a neighborhood gas station and convenience store where intangibles like a friendly helpful staff matter a great deal. We are able to measure those and many other factors that ensure many return customer visits.” Weekly promotions are a favorite among customers and can be found on the Rotten Robbie website, mobile app, as well as throughout the store. Jancyn shoppers check that marketing promotions are on target. Rotten Robbie also encourages patrons to become Saver Club members, http://www.RottenRobbieSaver.com
Jancyn provides mystery shopping through an extensive network of independent shopper assessors, which represent the common consumer demographic. Jancyn mystery shoppers will anonymously visit Rotten Robbie locations and submit comprehensive reports providing an informed, unbiased view of their experiences. Jancyn’s scoring analytics and shopper insights are then applied to this data to show where each store is performing well or where specific improvements are needed.