Business Challenge
A leading FMCG Company wanted to conduct a mystery shopping exercise to understand customer grievances, satisfaction and satisfaction with service.
Situation
The client was looking for recommendations on improving brand equity by studying brand awareness, analysis of customers’ perception on the pricing, customer satisfaction, unmet need of customers and how the client can fulfil them.
Approach
Infiniti assigned mystery shoppers across 5 stores of a retail channel in the UK to monitor the shopper behavior, question shoppers on their experience and perception of the product and register feedbacks about product satisfaction and unmet needs.
Impact
Based on our insights, the client was able identify the key usage patterns of different consumer groups, uncover hidden grievances, and improve the perceived levels of customer service.
Based on our insights, the client was able identify the key usage patterns of different consumer groups, uncover hidden grievances, and improve the perceived levels of customer service.
