DIY Outlets (Big Box Stores) Mystery Shopper Findings

A rather interesting set of statistics has come to light after a recent survey of mystery shoppers taken in the UK about the knowledge of shop assistants in hardware stores and other DIY outlets, relating to lock products knowledge.

To summarize:

the mystery shopper investigation found that 63 per cent of staff in some of the UK's best known DIY outlets rated poorly when it came to lock knowledge; while only 15 per cent of 'shoppers' would rate advice received as satisfactory.

Three scenarios tested lock knowledge on various locking system (open, restricted and patented systems) multiple occupancy housing regulations and insurance stipulations. Mystery shoppers found a lack of understanding of lock requirements among staff meant they were not offered the right advice or asked appropriate questions.

Across all of the scenarios some vital questions were overlooked by sales staff, often meaning they were unable to provide appropriate advice on lock suitability.

The research also found:
* In the multiple occupancy regulations scenario none of the interviewers were advised to buy a BS 8621 lock - the one which should have been recommended, while 10 per cent mentioned an unsuitable lock
* Six in ten (62 per cent) 'shoppers' were referred to at least one other colleague when the first staff member felt unable to handle the enquiry
* Ten per cent of mystery shoppers were referred to three staff members when the first member of staff did not feel able to help with an enquiry, while two per cent of participants were referred to four members of staff
* Nearly eight in ten (76 per cent) 'shoppers' were not satisfied with the accuracy of the information received across all three scenarios
* More than eight in ten (83 per cent) felt that the response they received did not fully match that which was outlined in the scenario provided
* In more than nine out of ten instances staff were not on hand to offer advice, with 90 per cent of interviewers having to leave the lock aisle to actively seek assistance

Many locksmiths in this country have substantially more training than can be found in the hardware stores. Many hardware stores rarely hire any qualified professionals at all. The hardware stores have been closing in on the locksmith trade for many years but have been found wanting time and time again.
When you seek financial advice, do you go to a financial services professional or to a shop assistant?

Is the security of your property, home, colleagues and family, not important enough to you to seek the services and training of a professional?