Client: IT Brand
Mystery Audit Program For Leading IT Brand
A leader in Laptops , desktops and printers 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 to be conducted to evaluate ISP deployed by brand and other retail parameters.
V5 APPROACH AND METHODOLOGY
- Evaluating retail ISP deployed against parameters covering customer welcome, personal grooming & hygiene, service, consumer engagement, sales closure techniques and product knowledge.
- Product display in the store and store hygiene were also part of survey along with above parameters.
- A real time online dashboard or display audit enabling viewable and downloadable reports for action
The client was provided with :
- Mystery audit scores for the various parameters evaluated – as listed above apart from entry and exit standards.
- These scores were also benchmarked with other competition brands for Client to adopt best practices across the segment and also to drive store level performance improvements.