Retail

Mystery Audits - Building a Service Advantage

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

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 retail 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 store and assign it to the responsible store manager who can then close on it and update the same on our system for your review.