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 Retail 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 units 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 and minimize shrinkage through loss or theft.
Channelplay's stock audit service provides accurate and reliable stock and inventory measurement across the country.
Quick Service restaurants (QSR) continue to be a significant segment of the Indian Food Service Industry. However, since it is one of the most out there, it is also affected by stiff competition from roadside food stalls which play on low price to branded fast-food chains (like McDonald’s, Burger King) which play on standardized processes. The customer experience provided can make all the difference when it comes to delighting the customers, driving revenue, improving customer loyalty and increasing profit.
Channelplay’s custom designed Mystery shopping programs evaluate QSR’s, thereby providing an unbiased perspective on various parameters...
Products & services are sold by way of different approaches. In retail segments where there is significant product, price or service delivery differentiation, sales staff focus more on product-based selling, that is, showcasing features over benefits.
For segments where the product or service is homogeneous and there is high competition intensity, sales staff try to provide solution-based selling, which is often called as consultative selling. Consultative selling believes in establishing a dialogue with the prospective customer, thereby understanding their way of life and then try to fit a solution through their product or service offering.
Food service has always been a high potential industry given the rise in consumer disposable incomes and higher occasions of eating out. However, consumers tend to have less loyalty for restaurants. This coupled with stiff competition makes restaurants develop points of differentiation to attract repeat consumers. Some restaurants have food as their point of differentiation, some have location & ambiance while some have service. All these parameters cumulatively define the dining experience and are evaluated through restaurant mystery shopping programs, which includes:
Real estate is a high consideration purchase – both in terms of value and time invested by customers. For such industries, customer experience is of integral importance which includes every touch point the customer interacts with – from how quickly a brand responds to their inquiries through various mediums of communication (website/call/email) to how the experience turns out to be at sales office and site visit.
Mystery shopping provides in-depth narrative and analysis through an objective assessment of customer experience, thereby generating actionable improvement plans. Channelplay conducts a lot of mystery shopping exercises for real...
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.