Beauty

Mystery Audits - Building a Service Advantage

Product/Service range can be copied but great service is a sustainable competitive advantage. We have helped leading beauty and wellness brands create a service advantage. We can do that for your brand too.

Though increasing the number of footfalls at the salon is of prime importance, how to stay connected with clients is more important after their first visit is even more crucial. Customer service is essential, as it can either make or break the customer’s trust on the brand. They do expect a friendly environment at the salon where they can feel at ease. If they are made to feel like “they are that special customer for whom the salon expert has been waiting for to give their best services “, this would help harness a personal bond with all their clients and a business like salon being fairly new, trying to expand its claw needs to have a positive word of mouth as the biggest marketing tool. In addition to this, they do expect trained professionals and their technical skills shouldn’t be below standards and the value for money should be evident.

Do every customer who enters your salon leave with a Wow factor? We help you track this with our array of mystery shoppers handpicked from your TG to experience the service and come up with real-time unbias feedback, straight from the horses’ mouth.

Our industry certified experts matching your target audience carry out mystery audits that cover customer interaction at all touchpoints of customer journey:
  • Product Knowledge / Soft Skills
  • Competition Knowledge
  • Upselling Skills/ Follow Ups
  • Voice calls Audit/ E-Mail Interactions/ Web/App interactions
We leverage our capabilities outlined below to ensure your mystery audits program is a unqualified success:
  • R - Research with scale, speed and accuracy. We use mystery audits, sentiment analysis, NPS etc. to define customer expectations and measure actual experiences. There is no location constraint as we have our auditors everywhere.
  • A - Analytics to impact all business functions. Insights are made available real time online and on mobile apps. Different stakeholders get recommendations relevant to their function. For example training team get inputs to do customized regional and store level interventions and management gets inputs to shape their strategy.
  • C - Consulting approach to meet your unique challenges and goals. Our consultants bring deep expertise of Beauty and Wellness industry to the table.
  • E - Enabling execution at ground level. Our technology allows real time action planning and closure tracking. You could raise a query in a particular outlet and assign it to the responsible outlet manager who can then close on it and update the same on our system for your review.