Monitoring the quality perceived by the customers of a shopping mall. The owners of the centre asked us whether we could produce a ranking of the stores inside the mall. Together with the client we designed a checklist made of two sections: the first common to every store, to verify courtesy, display, professionalism, respect for opening hours and so on. The second was developed by store category: clothing, gifts, restaurants, and so on. Built this way, the checklist generated a synthetic quality index valid for every store, on which the mall offered prizes to the best overall and to the best in each category. Individual stores were able to purchase their own specific report to dig into the strengths and weaknesses of their shop.
More sales
The mystery client is the prime tool for increasing sales, because it improves the quality of listening and the experience the customer lives — and therefore the store's ability to make every customer happy.
