Mystery Shopper Case Study

The Client Issue

How do we get our store managers more engaged with an eye to improving both in-store service and shopper perception of it?

The Situation

A large retail chain was receiving low marks from consumers on their service. They wanted an actionable and innovative way to collect shopper feedback and deliver it to the experience team and store managers quickly so that they could make timely changes in stores.

The Approach

We worked as shopper and retail consulting experts in collaboration with recruitment and fieldwork specialists to create a mobile ‘army’ that gave regular feedback (7,300 assessments over the course of a year). These assessments were fed into an interactive dashboard managers could access to address problems quickly.

The Outcome

The client substantially improved its service perceptions as well as its conversion rate, up from 31% to 34%.