HSBC Bank, one of the world’s largest banking and financial services organization wanted to evaluate its Retail and Wealth Management Channel by measuring service quality and degree of compliance. In order to gauge the customer experience, Channelplay conducted Mystery audits at various locations pan India.

Xiaomi, the number 1 smartphone brand of India, wanted to evaluate and analyze the adherence towards retail processes & standards defined by the brand across its retail network Pan India. In order to address this, Channelplay conducted visibility audits at their stores Pan India.

Apollo tyres wanted to assess the compliance of their exclusive retail channel on agreed procedures and standards. To ensure that the exclusive stores maintain the said standards, Channelplay conducted visibility audits capturing relevant parameters like:

• Store Exterior
• Store Interior
• Product (Tyre) display standards
• Branding elements
• Competition Presence
• Workshop Area

Shaze is a premium lifestyle brand dedicated to provide elite creations to its customers. The client intended to conduct mystery shopping to evaluate the overall customer experience.

Approach

The approach adopted to successfully deliver the scope of work was as under:

• Utilizing premium auditors who can pose as genuine customers since the category is a high value purchase

Johnson & Johnson, one the largest pharmaceutical and consumer packaged goods manufacturing company, wanted to conduct mystery shopping for their contact lenses brand Acuvue. The company’s objective was to be the first and most recommended brand by the ophthalmologists & optical stores, when it came to the use of eye lenses.