Case Studies

Franchise Audit For A Global IT Player

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
On the basis of information gathered through audit, we assisted client uncover that all stores required extra attention to the positioning of signage in store.

Topics: Mystery Shopping & Audits