Brief
To measure the key moments of the typical customer journey in store across a large retail store (over 64 stores in Nigeria).
The Approach
Webhaptic Intelligence conducted a large-scale quarterly mystery shopping programme that measured the operational standards in store when following a typical customer journey:
- Store Standards
- Core Product Availability
- Staff Interactions
- Service Delivery at the Checkout
Failing stores were re-assessed on a periodic basis to ensure future compliance.
The Output
Store, Area, Region, and Overall level reporting which allowed the client to focus on key areas for both praise and focus.
The outcomes were delivered weekly, monthly, and quarterly to assist real-time decisions at micro and macro business levels.