Case Study: Retail Evaluations
The Problem
A large-scale retail client operating across many categories and
industries from their large network of "big box" retail format
stores had been running a mystery shopping program for many years
and were looking for a program that could focus more on front line
execution of the core retail standards and execution of merchandise
/ promotional activity. The company was also having issues with
mystery shoppers struggling to collect all the information they
needed without being "spotted" by store managers.
Our Solution
We worked closely with our client to develop an overt retail
standards survey and standards manual. This process involved
engaging with the client's internal team to establish each
individual question and standard and take example images of "yes"
and "no" results. From there an extensive roadshow of face to face
training was undertaken with our team of retail evaluators
The Outcome
The program has enabled store managers to talk directly to our
evaluators after each visit before they leave the store, take
immediate action on areas that need focus and for field managers
and head office to view digital images online in their PulsePoint
reporting portal on a regular basis.
