Grocery chains, specialist retail and department stores: the sector where mystery shopping was born, and where it still does most of its work. What happens between the door and the till is almost entirely in the hands of the people on the floor, which is exactly what an anonymous visit can measure and a sales report cannot.
The projects below look at shelf availability, how staff approach (or ignore) a customer, queue and checkout management, and whether the brand's own standards survive contact with a busy Saturday. Each one was run in Italy with shoppers profiled on the client's real customer base.
A re flight attendants, desks and VIP lounges in [...]
A n airport asked us to produce a ranking [...]
A cinema chain asked us to assess the quality [...]
A luxury brand wanted to verify its staff's ability [...]
A brand in the fuel distribution sector manages a [...]
A German brand wanted to verify perceived quality across [...]
W hat discount do distributors apply to the brand's [...]
M onitoring the quality perceived by the customers of [...]
A n international consumer electronics chain asked us to [...]