What we found out…
After conducting our mystery shop at one of the biggest
department stores in Britain, John Lewis. Although we were
not too pleased as some of the service we received didn’t
match the stores high reputation…
As John Lewis holds many small concessions within the store we found out that the
beauty section was the most welcoming out of them all. We thought this because it
seemed as if most of the brands were fighting over the customer. Offering things such as
free samples or offers as you walk past. This was quite enticing if done correctly as we did
end up spending most of our time at the Benefit stand. They offered free tutorials and
gifts as well as telling us about an event commencing the following week, which we ended
up booking an appointment for due to the friendliness of the staff.
On the other hand other staff were not so friendly as I was told to ‘’look for yourself’’
when asking if an item was in stock, which I found quite rude and unapproachable for a
member of staff to say.
The look of the store was very neat although some floors seemed a bit cramped as I
couldn’t figure out where to pay, which is a big issue as it can put people off as it can
waste their time searching for the tills.
As a big store they also offer toilets and a café which is useful for customers as they can
have these extras under a big roof which they can find everything they need in, which is
helpful.