Customer Journey Dashboard - Mystery Shopping Performance

Overall Score

78%

Promo Execution

83%

Upgrade Quality

64%

Compliance Rate

69%

Customer Journey Scores

Performance by Booking Channel

Strengths

Friendly staff interactions, easy booking process, and strong first impressions drive positive customer experiences.

Areas for Improvement

Promotions not consistently mentioned, lifestyle questioning missing, and medical aid benefits under-explained.

First Impressions

92%

Booking Experience

92%

Eye Test Quality

88%

Purchase & Exit

63%

Detailed Journey Stage Analysis

Weekend vs Weekday Performance

Time Period Performance

Promo Mentioned

69%

Upgrade Offered

31%

Promo Explained Clearly

63%

Brand Match Discussed

36%

Promotions & Upgrades

Promo Mentioned

Promo Explained

Compliance Checklist

Compliance Details

Compliance Item	Score	Status
POS Visible	80.62%	Good
Handover Completed	76.74%	Good
Promo Bag Given	11.63%	Needs Attention
Medical Aid Checked	6.98%	Critical

Total Stores Evaluated

43

Top Performers (>85%)

12

Needs Improvement (60-85%)

26

Critical (<60%)

5

Score Distribution

Performance by Location

Top & Bottom Performing Stores

Store Location	Overall Score	Promo Execution	Compliance	Status
Pavilion	100%	150%	100%	Excellent
La Lucia Mall	100%	150%	100%	Excellent
Fourways Mall	100%	150%	100%	Excellent
Kimberley	66.67%	87.5%	48.89%	Needs Coaching
Pine Crest Centre	43.33%	6.25%	77.78%	Critical