Channelplay's Mystery Shopping services help you objectively measure the quality of your customers' experience at retail stores, restaurants and service locations such as branches and service centers. Our Operations Audit services help you measure compliance to policies and SOPs & our Stock Audit services help you measure and reconcile inventory with your records. We use cutting edge technology to ensure accuracy and reliability of data collection, and our highly experienced and trained secret shoppers and auditors help find deep insights to help you improve your business.
From Apple to McDonald's, the world's most successful brands scale through their ability to standardize. New York or New Delhi, Manchester or Mysore - walk into one of their stores, and you can expect the same experience and quality of service.
Ensuring standardization takes a relentless focus on measurement of customer experience, and mystery shopping is a key tool in the kit.
A lot of money is spent building beautiful stores, restaurants and branches. Brands who have franchise partners and retail networks invest in fixtures, furniture & signage; demo products and branded displays.
All this expense can not only go to waste, but can be counterproductive if your locations and infrastructure are not well maintained. Our retail audit service ensures that doesn't happen.
An accurate picture of stock in the supply chain is important to ensure correct accounting, manage channel incentivization, maintain freshness and quality, minimize shrinkage through loss or theft and to double-check on other data reporting mechanisms.
Channelplay's stock audit service provides accurate and reliable stock and inventory measurement across the country.
The real representative of any brand is the sales person interacting with the customer in the store. A sales person is ultimately responsible for showcasing and demonstrating the product and convincing the customer of the its features and their benefits.
Now imagine a scenario where the sales person himself is unaware of the product’s features and utility. Any potential customer would like to know the specifications, function or purpose of the product before considering purchase. With the sales person being unable to provide the answers, the prospect will quickly lose interest in the product and ultimately will lose confidence in the brand.
Staff courteousness is one of the crucial elements which are observed in mystery shopping while assessing in-store manpower. Courtesy can be defined as “using accepted, appropriate or exceptional manners, as interpreted from the consumer’s perspective to meet or exceed the expectations of the customer.”
Courtesy among individuals and organizations has long been recognized in all major societies of the world as a sign of respect and civility. Even among parties with different points of view it sets a tone of mutual respect with which further productive dialog and successful outcomes may be achieved. In all its forms and styles, courteous...
Brands spend a significant amount of time, effort and money drawing up the perfect customer experience for their customers. The retail environment gives them the canvas to showcase their brand and products and at the same time paint the picture they want on what the brand stands for; the value of their products/ service; how they feel about their customers and what it would mean to own a product of their brand. While this works great till the design stage, the challenge is posed when it needs to be operationalized at the point of retail. This is particularly challenging in a Retail environment like India where:
Back in 2007 when we started Channelplay, one of our first projects was an In-Store Promoter Program for Nokia. Back then, Nokia was the giant of the industry with over 70% market share in GSM phones, and the highest retail penetration among all brands. On our market visits, when we’d walk down say MI road or Ganpati Plaza in Jaipur, there’d probably be 20 shops within a 500-meter distance selling Nokia phones. The phone was already a commodity, selling on experience has always been complex, and the easiest lever that retailers had for making a sale was price.
A phone that the retailer had bought for a Dealer Price (DP) of Rs. 2800 would...
Rooted in Shopper Marketing
Some of the world's most successful companies rely on us to execute their shopper marketing initiatives. We leverage that experience to design and execute better mystery shopping programs.
Our cutting edge technology platform ensures that shoppers that are right for a project are deployed, that information collection is reliable and real-time, and that analytics are rich and insightful.
Coverage Across India
We currently deliver over 8000 mystery shops and audits across 300 cities every month using a network of freelance mystery shoppers spanning every Socio-Economic Classification, and a team of full-time; highly-trained auditors.
Focus on Quality
We use rigorous shopper selection processes, train and certify shoppers on every project before they start work, and verify each response received for accuracy and insightfulness before reporting to clients.