Channelplay Case Study

Mystery Shopping for a Realty Developer

Sushma Group is a dynamic and rapidly growing Real Estate developer in Punjab. The company focuses on delivering highest standards of quality & transparency in all their projects. To ensure that the same values are reciprocated by their sales staff, they wanted to conduct Mystery Shopping at their site offices.

 The following parameters were assessed to evaluate customer experience:

  • Appointment booking
  • Site Visit:
    • Ambience & Infrastructure: Look and feel of the site office
    • Staff Behaviour and knowledge: Presentation models and knowledge of the Salesman/woman
    • Construction site: Sample flat display and safety measures for customers
    • Branding: Exterior, Interior and site vicinity
    • Brand guidelines
  • Overall experience- Sales pitch and the zeal to close the deal


  • Channelplay evaluated the complete consumer journey from submitting a sales enquiry on either through their website, toll free number or a direct walk-in.
  • Considering the high value purchase, Channelplay utilized premium auditors or instructed auditors to dress appropriately and visit the site office in a four-wheeler to pose as a genuine customer
  • Channelplay also ensured that the auditor visits in a pair or group as real estate purchase is mostly a family decision & not an individual one


The descriptive narration of the overall customer experience enabled the client to take necessary steps to:

  • Improve the complete customer purchase journey, right from appointment booking to construction site visit more pleasant
  • Develop training needs for sales executives
  • Take precautionary steps with reference to customer safety at construction sites

Topics: Mystery Shopping & Audits