Case Studies

Mystery Shopping for an Apparel Brand

Blackberrys wanted to conduct Mystery Shopping in order to drive superior customer experience across all its outlets & drive action, wherever required. They wanted to provide superior service quality, store hygiene and product availability across all the stores. Standard guidelines were shared and mystery shopping was conducted to evaluate retail parameters.

Approach

  • Evaluating retail store against parameters covering display, hygiene, service, consumer engagement, apart from entry and exit standards
  • Benchmarking retail excellence against competition and best retail experience brands
  • A real time online dashboard enabling viewable and downloadable reports for action
  • Derive and drive Actions - An escalation matrix with call to action/e-mail alerts for driving performance improvements

 Outcome

The client was provided with CERA (Mystery audit scores) for the various parameters evaluated - display, hygiene, service, consumer engagement, apart from entry and exit standards. These scores were also benchmarked with other competition brands for Blackberrys to adopt best practices across the segment and also to drive store level performance improvements.

Topics: Mystery Shopping & Audits