Case Studies

Mystery Shopping Software for Jewelry Store Audits

Objective:

A leading mystery shopping agency in India used 1View to manage mystery shopping operations with the objective to provide best in class customer experience. The evaluation was done on the basis of following parameters:-

  • Hygiene maintenance in Store Interior & Exterior
  • Service Standards
  • Product Display
  • Process Adherence
  • Grooming & Knowledge of staff
  • Integrity & Objection handling Check
  • Staff Behavior
  • Billing Process

 Approach:

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

  • Questionnaire designing to evaluate all the desired parameters
  • Mystery shopper profiling and sourcing as per defined criteria
  • Integration of 1View with Learning Management System where a detailed training document was created to educate the shoppers on all aspects of the audit
  • Collection of multimedia proofs to highlight deviation from standard processes

1View’s advanced functionality was especially useful for:

  • The major challenge which was faced by the project team was to find the most suitable shopper for the audit. The team used the innovative feature of Auditor Profile matching to overcome this challenge
  • Thorough quality check was required to validate the data in the reports submitted by the shopper. The team used the feature of Audit Quality Check where they thoroughly checked the reports submitted by the shopper which helped them in ensuring that the report and proof criteria of the program were met
  • Providing custom reports and dashboards to the client. Integration with the best-in-class BI tool helped the team to overcome this challenge
  • Providing the client with access to all the proofs captured during the audits done in the campaign. 1View’s Media Explorer helped the team to overcome this challenge

Outcome:

1View successfully fulfilled the requirements of the mystery shopping agency and helped the client gain complete insight on the operational efficiencies and measures to improve the customer experience. 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 which helped the client gain complete visibility on what measures to be taken to improve customer experience
  • Outlet-wise ratings and reports were provided to the mystery shopping company which helped them to gain insights on the attention areas

Topics: Mystery Shopping Software