Objective:
Our client wanted its exclusive stores across the country to imbibe a consistent brand image in every aspect of their operations including store look & feel, branding of assets and service personnel behavior. In an effort to measure and improve upon retail operations, they partnered with Channelplay to evaluate stores on multiple parameters.
Approach:
It’s imperative to evaluate retail stores consistently in order to identify and bridge the gaps in various processes. The key challenge here was to conduct audits in 250+ stores spread across 200+ cities, which required thorough planning and accurate implementation. Other factors were:
- As it was a detailed audit (mystery shopping followed by declared audit), auditors were given specialized training.
- Efficient tracking & monitoring of audit results
- No repetition of auditors for three months.
Outcome
Through our franchise audit program, we were able to:
- Highlight best performing and poor performing stores across the retail network.
- Measure in-store performance and reveal areas that adversely impacted customer experience
.png "contact us")
