Mystery Shopping
Businesses need hard facts to make the right decisions. We work with many leading companies to help them understand what’s happening at both retail & customer levels.
The customer environment is now more challenging than ever. Our expectations are higher, our choices are larger, we are influenced by millions of marketing messages & we are generally time poor. All result in lower tolerance levels meaning we are more likely to switch loyalties to the competition.
Retailers & service providers are now open longer, rely on just in time deliveries & sales based ordering to keep the shelves fully stocked & the pressure to get it right at the coal face has never been greater.
Mystery Shopping can either be done covertly or overtly with a ‘reveal’ either at the beginning or end of the visit to discuss findings & agree improvements. Mystery Shopping broadly falls into 2 categories:
- A retail audit across the store universe to check levels of on-shelf availability (for your own &/or competitor brands).
- An actual ‘customer experience’ to check the levels of service, waiting time, product availability, knowledge levels etc
Mystery Shopping is also a powerful way to reward fantastic staff in front of their peers once they have delivered excellent service. Word of Mouth then spreads throughout your network resulting in a general service level improvement.
