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.
A large proportion of population loves eating out. They love the food and almost visits some restaurant every week. But what if one day you come to know that your favorite restaurant kitchen does not have a pest control certification or uses stale ingredients etc.
With restaurants comes restaurant aggregators like Zomato, Dineout and EazyDiner which lists prominent restaurants as well as customer reviews and feedback about them. Bad reviews dampen the image of a restaurant and does not usually end up becoming a likely choice of customers.
Restaurateurs regularly conduct mystery shopping to assess customer experience at their restaurants....
Even if a brand manufactures good products at great prices, a poor after-sales service experience can tarnish its reputation. Most likely, we all have had a poor experience with after-sales service at some point in our life - be it for a smartphone, TV or a consumer appliance. Whether an inordinate delay in getting fixed, application of expensive spare parts or worse, constantly reaching out to customer care with limited or no success, there are all sorts of things that can go wrong with an after-sales service experience. And it’s something that can get even the best products down or alienate customers from a brand.
Today’s customers want...
“In looking for people to hire, look for 3 qualities: Integrity, Intelligence & Energy. And if they don’t have the first, the other two will kill you.” - Warren Buffet
Mystery Shopping can be very well utilized to anonymously evaluate Staff integrity through trained shoppers. Several retail segments like Automobile, Consumer Electronics, Hotels & Restaurants etc. use Mystery shopping to identify the loopholes in their system and avoid the consequences.
Mystery Shoppers enact certain scenarios or get into a comfort zone/conversation mode with the sales/service executives and try to evaluate their stickiness to ethical conduct. Different...
Service quality is the delivery of excellent or superior service relative to customer expectations. Due to the inherent characteristics of services like intangibility, inseparability and heterogeneity, the measurement of service quality perceptions have been one of the most debated topics. A group of American authors namely Parasuraman, Zeithaml and Berry have done extensive work in the area of service quality deriving that customers consider five dimensions in their assessment of service quality, as follows:
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.