Metro – Project Eavesdrop

Objective:

To monitor the interactions between Metro staff and the public, in person and over the phone and then make shops based on issues

Challenges:

Showing discretion when monitoring interactions, making in-person enquiries, auditing phone calls and making phone enquiries

Solutions:

We collected 300 interactions averaging 4 minutes, integrating data into usable formats

McDonald’s A Little Bit Fancy

Objective:

To track the performance of coffee and burger sales assistants in representing the brand and delivering top service

Challenges:

To learn and present a diverse set of customer service events, running shoppers to 24-hour/7 day test schedule

Solutions:

AFS found and trained interviewers that could regularly and quickly retest stores across the nation to align with franchises and promotions

Miele / Retailer’s Positioning

Objective:

To test the level, insistence and style of reseller positioning, in comparison to substitute brands, during a promotion

Challenges:

Setting up a 10-15 minute test across multiple stores and store brands followed by in person discussions of white goods needs

Solutions:

Our mystery shoppers visited network-wide, hitting stores multiple times with different requirements, resulting in a thorough review of the promotion’s effect