Roberta Bell,PREIT Project Coordinator

PREIT Customer Experience Project Review

Thank you!This review will help assure your

successful completion of this project. We appreciate your time to help you

fully understand this assignment.The Shop Quiz you will take following this review will

contain questions only answered in the narration so, you must listen as well as watch the slides.

ALL evaluations this quarter will be conducted on Sundays. Please check your Shop Log to verify your assigned date.

This assignment MUST be conducted between 2 PM and 4 PM

in your time zone.

(Unless you have been otherwise notified.)

Required time to complete this assignment varies according to the size & amenities at your mall.

You will spend between 1 ½ & 2 hours at the mall.

Your form is customized for your mall.

Most sections are short & each contains a narrative for your comments on that section.

This is a “Customer Experience” evaluation.

• Not your “typical” mystery shop evaluation.

• We want your impressions. This is one time that “your opinion counts!”

• So please, be specific, descriptive and detailed in your narratives.

Colorful, descriptive statements . . .

• The foliage in the common areas was a brilliant green and interspersed with vibrant red poinsettias that created a festive holiday mood.

• The floors throughout the mall shined with an almost glasslike sheen and were amazingly clean despite the heavy foot traffic.

• Supplies in the restrooms were fully stocked and I was impressed with the level of cleanliness which I find rare in a public facility.

Please understand . . .

The bar is set high for meets expectations.

PREIT expects properties to provide good, clean, well maintained facilities.

However, that does not always mean “newly renovated.” Older properties should still be well cared for & maintained.

Be fair & reasonable.

Also understand . . .

• What constitutes an area for development?

• Is it neglect? Is it reasonable?

» Although you may not downgrade the evaluation for an unacceptable, possibly recent created condition – you can still mention it in your narrative if you would like.

In writing your narratives it is important to touch on each question in the section.

This provides:

»Consistency

»A thread of commonality

»Thorough reporting

• Paraphrasing is acceptable. One sentence can cover multiple questions.

Tell us the story . . .

• Refrain from repeating questions in sentence form.

• Paint a picture of your experience

• For negative responses or “no” answers please use our . . .

Rule of 3:

1. Restate the fact

2. Describe the situation3. Give your opinions or

observations

Client HOT Buttons . . .

– SecurityExterior security – MUST drive twice around the mall in each direction (up to 4 times) or until the moving security vehicle is located. Note make/model/location.

Interior security – Approach first security guard spotted. Ask your assigned question. Get the officer’s name or provide a very detailed description . . .

More Client HOT Buttons . . .

• Restrooms

– Locate required signage– Family restrooms– What is an Area for Development – could it be

recent or is it neglect?– Not all malls are new, state of the art facilities. – Consider the cleanliness and upkeep. – Were you impressed ?

• If it was adequately clean please answer this yes.

• Customer Service

– Purchase a gift card of at least a $20 value.– Was there a name tag or plaque on the desk?– Ask your choice of the 3 questions listed on the

evaluation form but . . .• Do not inquire about the location of the Food Court if your

mall does not have one• If you ask about how to find a specific store, make certain

that it is a store that is located in that mall.

Your Customer Service Phone Call

• Make anytime prior to your assigned evaluation date

• Call info on form in the top left corner

• Assigned question number from assignment email can be found in the Phone Call section of the form.

• Name and spelling of anyone who you are referred to as well as the name of the Customer Service Rep who answers the phone is REQUIRED.

Final Points to Remember . . .

• Customer Loyalty

– Do not consider the stores or lack of stores. – Consider the physical mall itself & the employees that

you interacted with when scoring these questions.

• Personal interactions (Security, customer service & your phone call)

• GET names if at all possible.

• You must ASK (if not provided) for the phone call.

• Gift card -- We only need your receipt

Final Points to Remember . . .

• Okay to print & take form & take but, be discreet.

Now that you have completed this project review, please take the required Shop Quiz. The link to the Shop Quiz can be

found in your guidelines or you can click here to access the Shop Quiz - http://www.sassieshop.com/2shopcse/LocationSelect.php?S=2755

Feel free to email me at Roberta@CustomerServiceExperts.com

with any additional questions.

THANK YOU!