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Massy Stores Trinidad & Guyana Mystery Shopping
Massy Stores
Massy Stores (formerly Hi-Lo Food Stores) is a regional supermarket chain with branches in Trinidad & Tobago and Guyana, a subsidiary of the Massy Group of companies.
The challenge
Massy Stores sought to establish a consistent standard of service delivery across its network of 17 branches in Trinidad and 2 in Guyana — evaluating personnel, facilities, branding and the overall customer experience.
The solution
- Extensive coverage — the exercise covered 17 locations in Trinidad and 2 in Guyana for a comprehensive understanding of customer experiences.
- Adherence to standards — questionnaires aligned with Massy Stores’ Customer Service Standards.
- Centralized reporting — a detailed standard report consolidating findings from the exercise.
The results
- Valuable insights into customer service, operational efficiency and employee performance.
- Specific opportunities for improvement with actionable recommendations for immediate implementation.
- Enhanced customer satisfaction, brand consistency and operational excellence across the chain.