Case Studies

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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Visibility Audit for a Payment Services Brand

Objective

The client provides the nation’s most comprehensive service suite for new ATM deployment, management of existing ATM networks and service enablement through technology solutions. The objective was to evaluate the existing ATM sites and therefore visibility audits were conducted.

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Mystery Shopping of Retail Stores at Airport

Objective

The client, a leading Indian airport, wanted to maintain high quality of customer experience and identify the gaps at retail outlets in their Airport. In order to identify the gaps, mystery shopping was conducted at the store both on Domestic and International terminals and the following parameters were evaluated on the basis of category of stores i.e. Food & Beverage, Retail SBO & MBO, Spa & Lounges:

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