Footwear Insight

32 • Footwear Insight ~ November/December 2021 footwearinsight.com Cadence® Insoles provide a unique combination of contoured support with enhanced shock absorbing comfort under the heel and forefoot. Cadence are "Support Made Comfortable". • Assorted profiles and flexes to choose from • Exclusive in-store only models available • #1 seller for many retailers, podiatrists, pedorthists, and other medical professionals • No minimums, free pairs for referral sources, satisfaction guarantee, drop shipping, and more Contact us at info@cadenceinsoles.com with questions and complimentary samples ® S u p p o r t M a d e C o m f o r t a b l e GOLD MEDAL SERVICE AWARDS FOR OUTSTANDING CUSTOMER SERVICE 2021 MYSTERY SHOPPING CRITERIA CRITERIA RATING SYSTEM 1 How promptly were you greeted? Thirty seconds or less = 4. One minute = 3. Ninety seconds = 2. Two minutes = 1. Longer than two minutes = 0. 2 Were you greeted with a smile when you entered the store? Yes = 5 points No = zero No partial points on this for friendly nods or smirks. 3 Did the sales associate measure your foot? Yes = 5 points No = 0 points 4 Did the sales associate ask you what type of shoe or the purpose of your footwear purchase was? Yes = 5 points No = 0 points 5 Were you provided a comfortable place to sit while trying on shoes? Yes = 3 points No = 0 points 6 Do you feel you were offered a fair selection of shoes? Rated on a 1-to-5 point scale. (5 = Very Good) 7 Did the sales associate check for proper fit? Yes = 5 points No = 0 points 8 Were clean try on socks available? Yes = 2 points No = 0 points 9 Did the sales asscociate recommend a specific type of shoe? Yes = 5 points No = 0 points 10 Rate the professionalism of the sales asscociate who helped you. Enthusiastic = 5 points Rude = 0 points 11 Did the sales associate discuss either insoles, socks or other products related to your footwear request? Yes = 5 points No = 0 points 12 How knowledgeable and helpful was the staff overall? Very helpful & knowledgeable = 5 points Not Helpful = 0 points 13 How would you rate the sales associates on their attire? Was the staff easily identifiable? Rated on a 1-to-3 point scale. CRITERIA RATING SYSTEM 14 Were you thanked and asked to return? Not thanked at all = 0 Thank you = 1 Thank you and invitation to return = 5 15 Was the store well-lit and easy to maneuver? Yes = 4 points No = 0 points 16 Was the merchandise presented in a way that was easy to understand and shop? Rated on a 1-to-4 point scale. 17 Rate the assortment of insoles, socks or footwear accessory items. Rated on a 1-to-5 point scale. 18 How inviting and comfortable was the store? Rated on a 1-to-4 point scale. 19 At checkout, did the sales associate ask for your email address as an incentive for future sales, or "see it first"notifications? Yes = 5 points No = 0 points. 20 Was the checkout process easy and intuitive? Yes = 3 points No = 0 points 21 Were there any extra special additions to improve your checkout experience? Yes = 2 points No = 0 points 22 How would you rate the overall experience? Rated on a 1-to-5 point scale. (5 = Very Good) 23 Would you refer a friend to this store? Rated on a 1-to-5 point scale. Bonus Questions: Did the sales associate offer water or other beverage? In regards to the environment and Covid-19 Pandemic, as compared to any other similar businesses, did you feel comfortable in this store? If an item was out-of-stock, did the sales associate offer a favorable response? Two points. One point. One point. Mystery Shopping for the Gold Medal Service Awards was conducted by Franklin Retail Solutions.

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