If a physical store is to challenge digital commerce, the attitude, quality of service, knowledge and dedication of its staff must exceed customer expectations. Our service Retail Survey analyses how your business is doing in this regard. Through the use of mystery shoppers, we find out if your product is recommended by retailers, and if the store staff provides the right level of service, in both knowledge and customer focus. The results are used to improve and further develop the customer experience.
When the Reitan Group wanted to improve its service and level of quality at Pressbyrån and 7-Eleven in the Nordic region, we carried out more than 500 mystery shopping observations during specific campaign periods. Each individual store observation was registered in our system Remarkable Observer for real-time follow-up.