Brief
A prominent luxury fashion brand in Nigeria, known for its premium apparel and accessories, sought the expertise of Webhaptic Intelligence to conduct a comprehensive mystery shopping exercise. The objective was to evaluate the brand’s customer service, product presentation, online engagement, delivery processes, follow-up practices, and overall shopping experience across various touchpoints—both physical and digital. This evaluation aimed to ensure that the brand’s offerings met the high expectations of its elite clientele.
Methodology
Webhaptic Intelligence employed a meticulous approach using:
- Spyglass Monitoring
- Excel Grid Questionnaires
- Trained Mystery Shoppers
The exercise included an intensive service audit covering:
- Physical store evaluations
- Customer care line interactions
- WhatsApp contact communication
- Online store assessments for both local (Naira) and international (Dollar) websites
- Delivery and follow-up protocols
Each touchpoint was assessed for service excellence, product knowledge, sales efficiency, attention to detail, and the quality of the website’s user interface.
Implementation/Outcome
The mystery shopping exercise spanned two weeks, systematically covering all touchpoints multiple times. Critical performance areas were evaluated, ensuring thorough and unbiased results. Webhaptic submitted a comprehensive and actionable report with videos, infographics, excel documents, receipts and recommendations for the product which needed adjustment.