Mystery Shopping Survey in Rwanda

SHEI & ENZ Consulting conducted for a Government Agency in Rwanda a series of Mystery Shopping exercices in 43 different companies in Rwanda.

The objectives for this survey was to see the level of service offered to customers. Customer Service is the lifeblood of any company and can have a positive or negative impact on the global image of a Country.

In all 11 segments of business were mystery shopped. They are :

Telecom, Banks, Insurance, Hotels, Restaurants, Health, Transport, Retail, Garages, Filling Stations, Public Services.

Our Trained mystery shoppers went round 43 different companies to evaluate the service and based their evaluation on the following criteria; Arrival, Welcoming, Purchase and Departure.

Eventhough the results cannot be disclosed here, they clearly revealed that from the smal retail shop to the big organization, there is a need to improve on Customer Service. Business owners in Rwanda ought to understand that Customer Service is not an option in their businesses but rather an obligation if they want to retain their customers and remain in business.