Methodology: HAWK-EYE (Mystery Shopping)
Target group: Customers.
The client is one of the India’s leading brands for innovative interior solutions and providing a range of home and office furniture along with solutions for laboratories, hospitals and healthcare establishments, education and training institutes, shipyards and navy, auditoriums and stadiums. Currently present across India through 800+ outlets in 18 cities.
The Challenges Were…
As competition intensify and the focus on customer service increases, the client wants to understand the level and quality of service they deliver to their customers and identify the gaps.
Market Search India used “HAWK-EYE” a Mystery shopping Model and conducted a Mystery audit at company outlets across India, covering various locations, timings and product categories. The mystery shoppers went in as a disguised customer with intent to evaluate – how their brand is presented at each location to determine whether the quality standards are met, what they feel about outlet exterior/interior and sales staff.
Our comprehensive analysis and insights helped the client to identify the gaps between customer expectations and current offered services to gain edge over the competition and make a positive impact on sales.