CASE STUDY

Within the retail sector we are delighted to count a large travel network as a client since 2017. We provide a "mystery" or "secret" shopper service to offer an honest measure of customer experience.

This service provides an authentic and unique insight as to where performance excels but also where opportunities lie for improvement in both sales and service for the client; primarily ensuring standards are universally upheld across multiple sites; a very real challenge given the scope of their operations.

Following our client evaluation, our client has been able to work with us on targeted training and coaching. We continue to provide key management information to drive improvement processes. Over our first twelve months alone working with this client, NPS scores soared from 32.1 to 78.9 and we haven't looked back!