Mystery Shopping Key Performance Indicators How do you find out if your store customer service is living up to expectations? The answer can lie with key performance indicators – Mystery Shopping KPIs There are a number mystery shopping KPIs you can use to measure customer service and the success of your customer service strategy. Different measures…

Mystery shopping within the Health and Beauty industry has a number of benefits. Conducting detailed mystery shopper research can help you to improve performance and profitability whilst ensuring a compliant service delivery which your customers will love. ‘The industry employees an estimated 250,000 workers and has an annual turnover averaging £5.25 billion’ Source: http://www.hse.gov.uk/ Measuring location…

The UK public is hugely generous when it comes to giving to its favourite charities. Making sure that this generosity is not abused is important, not only for those individuals donating, but also for the charities conducting the fundraising. For the charity sector ensuring that fundraising activity is conducted in the right way is critical…

The term “compliance” gets a raw deal. Immediately the term suggests rules, regulations, inspections, audits and negatives outcomes for those that drift outside of the rules. We tend to  think of sectors like the financial services industry or maybe areas where there is a degree of risk such as health and safety. Seldom do we…

With consumer trends in retail data from 2015 now being digested by analysts and retail spending peaked, are we about to see the increase in our disposable incomes finally result in a financial windfall for UK retailers? Latest report data from the ONS suggests that back in 2013 average weekly spending started growing again (increasing…

As specialists in the development and delivery of bespoke mystery shopping programmes in the UK we are delighted to announce the latest updates to our reporting suite. With a redesigned interface and an updated reporting platform, it’s easier than ever to find the information that you need to know as Customer Insights teams, Operations Managers…

New Consumer Ombudsman Launched With an overhaul in consumer rights due this October, along with a proposed Consumer Rights Bill, it’s time you brushed up on your customer service standards. The new Consumer Ombudsman will allow customers to raise a complaint about businesses in any sector, bringing focus to areas which may have been previously…

The UK dining and restaurant sector is a hugely competitive marketplace and the experience of the consumer is key to the ongoing success of individual brands and the growth of the sector as a whole. In a time where online reviews through sites like www.tripadvisor.co.uk have become an integral part of the consumer decision making process it…