Retail chains Pets Corner and Pets & Friends have been named as the first joint winners of PBW News’ ongoing mystery shopper challenge.
Our team of mystery shoppers visit a selection of pet stores in a given location each month, tasked with challenging the staff to recommend certain products or to give helpful advice for a common pet problem. Marks are then out of five for sales skills and out of five for store presentation, giving a total score out of 10. After two years of the exercise, PBW News has decided to reset all the scoring and to name a winner for the first 24 rounds.
Pets Corner and Pets & Friends and jointly top the table with an average score of 9.7 out of 10 for each visit. Independent retailers put up a strong performance with an average score of 9.2 after a mammoth 50 shopping visits, outscoring some of the country’s leading specialist store chains.
Dean Richmond, group chairman of Pet Family which owns the Pets Corner chain, told PBW News that he was “very proud of our teams” for the accolade.
He said: “We invest a great deal into training our staff and I care passionately about customer service, so it makes me very proud of our teams to be doing so well on the PBW mystery visits.”
The mystery shopper challenge started again with effect from the July 2024 edition of PBW News.
