Case Studies
Financial
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Our Client had been cooperating with different Mystery Shopping providers for two years before they turned to Phantom Shopping. Despite of the surveys they had been struggling with two major problems:
- Analysis of survey data was difficult and time consuming.
- There was no precise and proven model for the utilization of the results.
Therefore the company could not achieve improvement in the level of customer service, but spent too much time with handling, analysing and trying to make sense of Excel databases and PPT studies. Mystery Shopping was less of an investment for future than a growing chain of presentations, which would never be utilized in reality.
How did Phantom Shopping help?
Retail
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Our philosophy: We achieve improvement. Everywhere.
It is well known, that increase of sales can be attributed to a number of various factors and conditions.
To reach company goals with any measure of ambition it is absolutely necessary:
- to know the experience of the customers who get into interaction with the employees of the company, and
- to increase their level of contentment,
- to continuously improve the performance of the employees, and
- to measure and to track these processes in order to provide useful feedback for innovation and for decision-making.
The realisation of these facts, and the willingness to invest will result in a definite advantage over competitors.
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Car Retail
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The recession has an influence on the behaviour of customers. They deliberate more carefully where and how to spend their money. They get more sensitive about deficiencies, errors in service, even if not consciously. Re-acquisition of an alienated customer is the most expensive form of customer acquisition.
Our Client conceived that the narrowing of possibilities in the car market makes every customer-contact even more valuable than before. Many customers either procrastinate their purchase or buy a car of a lower category than originally intended. Under these circumstances it would be irresponsible to risk commerce by not treating customers the way they should be.
This was the understanding of our Client when in 2008 it decided to commission Phantom Shopping with the set-up and coordination of its Mystery Shopping program.
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