Case Study: Mystery Shopping
The Problem
A global company in the multi site convenience retail and
service station industry wished to develop a mystery shopping
program that was able to not only provide a global standard against
which to measure but also allow flexibility at a country and market
level. With over 40 countries and 15 local languages and customs to
allow for, the challenge was to work closely with our client and
develop a program that met their global standards but also allowed
sufficient flexibility at a country level to ensure the program was
fully embraced at the front line
Our Solution
Through a series of engagement meetings , planning and training
we worked closely with our client at a global, regional and country
level to develop their mystery shopping program. With our online
reporting and management portal PulsePoint operating in all markets
in local language restults were fed into a regional and global
score roll up dashboard which exceeded all the clients
requirements
The Outcome
The program is achieving a high level of acceptance at the front
line in all markets and supporting the global objective of
providing a consistent level of customer experience against the
global brand standards
