Only 4% of dissatisfied retail customers complain before taking their business elsewhere.
Proactively measuring staff performance and obtaining customer feedback are the only ways to ensure a positive customer experience. We undertake over 100,000 interviews and 50,000 mystery shops every year in the UK alone.
We are one of the best retail mystery shopping companies in the UK and Ireland. With best in class reporting we deliver action oriented site reports and real time management summaries fast, online, and with all the supporting evidence.
We run customer feedback surveys using the most appropriate methodologies. With a large database of clients, we benchmark key metrics (e.g. Net Promoter Score) and derive expected value from improving customer satisfaction.
We provide end-to-end services where we determine customer satisfaction drivers and levels, design and conduct a mystery shopping programme and finally provide staff support training in identified development areas.
Customer Buying Behaviour
We conduct many customer ‘at point of purchase’ interviews aimed at testing the relative persuasiveness of promotions, new product launch impacts and other customer demand factors.