FHC Formulebeheer x Secret View
14/11/2022
FHC Formulebeheer may not immediately ring a bell, but it is the driving force behind three food formulas: Family and Foodmaster snack bars and VITAL school cafeterias with a total of 150 locations in the Netherlands. We are extremely happy to be starting for FHC Formulebeheer and to be helping them with valuable feedback! With this feedback, the franchisees and employees can work to improve hospitality, quality and appearance of the FHC formulas. Earlier this year, a pilot was done to get acquainted and to determine if Secret View's working method fits with FHC. Fortunately, this proved to be the case, which is why we are now starting with extensive ongoing mystery shopping research.
Mystery shopping at FHC Formulebeheer
FHC includes the snack bars of Family, Foodmaster and VITAL school cafeterias. With more than 150 branches, these franchised restaurants can be found throughout the Netherlands. There is a lot of room for the franchisee to shape the business himself.
In the coming year, our mystery shoppers will visit all branches continuously. Franchisees can also deploy additional mystery shoppers themselves, both on the customer experience survey and for the Terrace Top 100 competition. During their assignment, mystery shoppers go through the entire customer journey, focusing on quality, hospitality and appearance. Because much attention was paid to formulating the questionnaires and proper cases, all facets of the three customer journeys are extensively covered during the mystery shopper's visit.
Mystery shopping as an instrument for learning
Bernd Beekman, Manager Operations at FHC Formulebeheer, explains why mystery shopping is applied: "Our formulas are different from each other, but have the same high standards. That is why we are setting up a three-part survey, where the assignment for the mystery shopper is different for each formula, but the same goals are set for our employees. We look forward to receiving feedback from Secret View's mystery shoppers and improving our service even further with our franchisees."
Meanwhile, the first round has started and the entrepreneurs have started analyzing the first results!
Also improve customer experience with mystery shopping?
Would you also like to collect insights from real customers and improve your customer experience, just like FHC Formulebeheer? Check out the possibilities for large organizations or for small organizations, or just contact us!
Fancy working as a mystery shopper?
Mystery shoppers, also looking forward to all those delicious meals? FHC Formulebeheer is located throughout the Netherlands, so quickly check the platform to see if there is an assignment available in your area. Would you like to become a mystery shopper? Register here.
