Shifting habits mean that discerning consumers increasingly want to choose how and when to shop with a brand, whether that be online, instore or somewhere in-between.
The challenge for retailers is to deliver a seamless and consistent experience across all channels, while factoring in the different devices that consumers are using to interact with their business.
The concept of Mystery Shopping ‘bricks & mortar’ operations is well established. However, as consumers increasingly interact with a retail brand across so many different touchpoints, Retail Maxim has developed an additional suite of Mystery Shopping reports to help measure the customer experience. This includes areas such as:
· Website engagement & shopping experience
· Click & Collect experience
· Telephone experience
· ‘Live Chat’ experience
· Email experience
· Social Media experience
The aim is to help our clients to focus on optimising the consumer experience across all channels and touchpoints to help make that experience as seamless as possible.
Contact us for more information.
We have been working with Retail Maxim for 4 years to carry out intercept surveys across our portfolio of shopping centres. We have found them to be both extremely effective and efficient but also great value for money. The insights we gain from their bespoke surveys and accompanying analysis provides an unparalleled understanding of our visitors. Equally, the team are a pleasure to work with and we look forward to our continued collaboration with them.
Retail Maxim were extremely easy to deal with, guiding us through the process of undertaking Exit Surveys at our Retail Park and within the local town centre. The surveys were tailored to our specific requirements with the project being turned around quickly. Great service and insight was provided and all for a very competitive price.
Moor Hall Hotel and Spa have been using Retail Maxim mystery shopper services for a number of years. We receive great service at a reasonable price. Robert and his team are keen to help and assist in tailoring the questions and inspections to your specific needs and in line with what you are wanting to achieve. I can highly recommend their services.
Moor Hall Hotel & Spa (Best Western)
Trentham Shopping Village use Retail Maxim for mystery shopping and exit surveys. They are extremely efficient, proactive and their field team are professional and friendly. The reports are easy to analyse and are well-received and acted upon by our tenants. They look forward to our awards get together and really buy into the whole ethos of high customer service standards in the retail environment.
Trentham Shopping Village
Retail Maxim's care, consistency and attention to detail have produced comprehensive, objective and valuable feedback to our retail operation.
Russell & Bromley
Since we started with Retail Maxim the service scores that we have achieved are improving across the chain wave on wave. The Retail Maxim mystery shopping programme has assisted us in improving our customer service ensuring all of our customer's receive the shopping experience they deserve.
The service Retail Maxim has provided us has been really effective and excellent value for money. We have benefited from your expertise in retail metrics and monitoring 'service levels' and 'experience', which have now been integrated into our company KPIs.