We do Retail Units Quality Audit to evaluate the Customer Experience through the Mystery Shopping and Audit. We measure quality of service and customer experience at the Retail Units and report on the compliance norms of the Brand and report on the specific information about the Products and Services. We conduct discreet inspection and audit to evaluate the given parameters for quantifying the Customer Experience and Brand Image.
We provide true and unbiased account of the customer experience in Chain Retail outfits for Textile, Mobile, Automobile, Banks, Restaurants, Luxury, Pharmacy and Chain of Hotels. These inspection audits are done without notice and we gauge the customer sentiment about the Brand, Products and in specific about the Corporate Identity.
It is an opportunity for the Brand to assess and review customer service, presentation, and brand positioning. We not only interact with the staff members but also converse with the other customers in the premises to gather and report on their experience too.
Our Mystery Shopping and Audit is tailored to the Brand’s need. We create the Mystery Shopper / Auditor Profit and Train them through our internal resources to ensure compliance of the norms set for the reporting structure.
Through our Mystery Shopping and Audit, we: -
- Evaluate and measure the Customer Experience
- Measure quality of service
- Measuring Retail unit hygiene
- Measuring the overall personality of staff – Staff Grooming
- Evaluating adherence to standard operating procedures for Brand
- Inventory Planogram and visual display
- Identify the deviation to the display SOP’s
- Measure the Product Knowledge of the Retail Staff Members
- Identify the Other Customer Experience
- Report on the Store Ambience
- Report on Customer Convenience
- Cashier Interaction during Billing, Payment Process and Delivery
- Specific incident reporting – Both Positive and Negative
Our Teams are well trained and geo-tagged to ensure that we have the local customer experience to evaluate. We use predominantly google forms which are designed to suit the Brand specific to capture the experience and are user friends and cost-effective solution. These completed reports are centrally processed with due quality check by our experts and reported within 48 hours of the audit as Individual Retail Unit Report. The Client will have the access to these reports which are stored location wise, retail unit wise, month (or) periodically.
