Mystery Shopping

Helping brands keep their customers happy

  • Company
    Mystery Shopping
  • Industry
  • Website

Zoos Victoria Mystery Shopping

TKW Research has executed an ongoing tracking study to measure the value of Zoos Victoria membership system as well as general customer service, staff helpfulness, compliance with their policies and cleanliness of the grounds. The evaluations were conducted on admissions staff, membership assistants, and staff roaming the grounds, gift shop staff and the zoo keepers running the animal interaction shows.

Wesfarmers Insurance Federation

TKW Research executed 2400 Mystery Shops over 32 locations to evaluate the pricing structure, product information and legal obligation for various insurance policy enquiries for Wesfarmers Insurance Federation (WFI).

The project was conducted via both phone and online methods. The results enabled the business to pin point compliance issues and refine internal training.

Bridgestone Select

TKW Research has conducted face to face mystery shop and telephone mystery shop programs for Bridgestone since 2016. Since then, over 1,100 face to face and 7,200 telephone mystery shops have been conducted. TKW Research assessed their customer service, product knowledge, advice and recommendations, price and in-store environment utilising both face to face and telephone Mystery shop methodologies.

Burberry

This is a face to face program that is highly focused on preserving the client’s high end brand image and ensuring everything in store is in line with vision.

This includes evaluating store details such as mirror cleanliness, 1 size of each product on the clothing rack, ascending numeral size order, ensuring sales assist in brand attire, staff knowledge and styling advise, customer service, and evaluating the overall shopping experience ensuring it matches the expectation of a high end designer boutique.