Case Studies

Mystery Shopping Software for Apparel Store Audits

Objective

A leading mystery shopping agency in India used 1view to manage mystery shopping operations for an Apparel & Lifestyle Retail Chain to evaluate the service quality, hygiene and uniformity of its products. It helped them to identify gaps with respect to consumer experience across different outlets. The mystery shopping activity was designed to assess the following key service parameters:

  • Store Exterior
  • Store Interior 
  • Product Display
  • Product arrangement
  • Staff grooming

 Approach

The entire mystery shopping program was managed using 1View to track diffrent operational aspects such as:

  • Questionnaire designing to evaluate all the desired parameters
  • Mystery shopper profiling and sourcing as per defined criteria
  • Developing a pool of diverse shoppers to capture different perspectives
  • Integration of 1View with Learning Management System to train mystery shoppers on the audit process and flow of activities
  • Shopper Certification to ensure that every opportunity was assigned to the most suitable applicant
  • Collection of multimedia proofs to highlight deviations from standard processes

1View’s advanced functionality was especially useful for:

  • Conducting audits in smaller tier 2 cities and finding the most suitable shopper for the assignment. The team used the innovative feature of suggested shopper to overcome this challenge
  • Imparting extensive training to the mystery shoppers. Integration with an LMS to provide the users extensive training material which helped the team to overcome this challenge
  • Providing custom reports and dashboards to the client. Integration with the best-in-class BI tool helped the team to overcome this challenge

 Outcome

1View successfully fulfilled the requirements of the Mystery Shopping company and helped the client gain valuable insights on:-

  • In-store ambiance in terms of display, branding and hygiene
  • Professionalism, responsiveness and selling skills
  • Quality and availability of different products

 The audits were done on a monthly basis and after each round a detailed report with improvement suggestions was shared with the client. The key highlights were as follows:- 

  • Actionable reports being shared with the client to quickly take the appropriate action
  • The client actively implemented the suggestions and a rise in overall score was recorded in subsequent campaigns
  • Store wise ratings and rankings were provided to the mystery shopping company to identify the low performing stores and take necessary action on them

Topics: Mystery Shopping Software