Case Studies

Mystery Shopping for a Playschool Chain

Objective:

Bachpan is the most penetrated play schools chain with over 1000 schools Pan India. The brand follows high standards of quality & ethics and wants all its branches to religiously follow the same. In order to achieve the same, the client planned to conduct Mystery shopping across some of its play school branches.

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Mystery Shopping at Car Showrooms

Objective

The client always strives to provide unmatched customer experience in their Showrooms as well as Service Centre. To ensure the same, they wanted to conduct experience mystery audits in order to maintain standardization and drive action wherever required. The observation parameters were:

Showroom Evaluation Parameters:

  • Showroom exterior and interior
  • Staff grooming and product knowledge
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Mystery Shopping for a Footwear Brand

Objective

The objective was to identify competency gaps, assess deviations in SOP adherence, and measure service quality across various customer touch points with a view to design sales force training around the identified issues. To address this, mystery shopping was conducted and the parameters evaluated were as follows:

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Mystery Shopping for a Hearing-Aid Brand

Objective

The client provides services to those who are suffering from speech and hearing impairment. The objective was to provide best in class customer experience and to ensure the same, mystery shopping was conducted and the observation parameters were as follows:

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Mystery Shopping for an Automotive Battery Brand

Objective

The objective was to ascertain how Market Operating Price (MOP) varies across the client’s retail network vis-à-vis competition. To understand the market behaviour, mystery shopping was conducted to gauge the following:

  • Brand preference
  • Price variations (Two/ Four wheeler batteries)

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