A few of our valued clients

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They realized they were in need of a mystery shopping program

Our client is the leading brick and mortar retailer in the motorcycle industry. The brand operates over 125 locations.

Being on top comes with its challenges and pressure to stay there. In order to help maintain a competitive advantage, they decided that they needed to implement something to help keep their teams sharp.

 

 

How a Top Retailer Improved Sales and Increased Customer Feedback with IntouchShop Mystery Shopping Services

Find out how you can improve customer feedback, team engagement and sales.

There has already been an improvement in scores in their successive round of shops.

When specific categories are not up to standard they will be measured until standards are met. Then, they can move on to measuring other aspects of their customer experience.

Intouch role and location-level dashboards enable everyone on the team to see the data that's most important to them.

Stakeholders can compare results over time and filter by date, hierarchy, location and much more. With a real-time list of top issues, teams know where to make improvements.

District Managers can view results as soon as they're submitted, then make changes based on consistencies in scores.

As the program grows and scores improve, they will be able to adopt more recognitions for their teams.

Mystery shopping allows management to be able to see their stores through the eyes of a customer without physically being there. Teams are aware that they could be shopped at any moment, so in-store engagement is always improving.

Since implementing a mystery shopping program at their locations, overall sales have gone up, add-ons have improved and so has the average transaction. Customer service feedback increased, which allows operators to compare their internal standards to their customer's expectations.

Our client used IntouchShop to identify areas for improvement, then incorporated those areas into all of their training efforts for a better customer experience.


Since starting their mystery shopping program, company wide communication has improved greatly.

They've learned that the more they can interact with teams, and the more feedback they're able to collect from customers, the more empowered their teams are to deliver better results.

Through IntouchShop mystery shopping programs, they've been able to accurately measure all aspects of their business, such as marketing, product presentation, daily procedures, sales processes, store operations, staffing and employee product knowledge.

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Their current methods of measuring team performance still needed additional measuring points. Real-time customer feedback was the answer for continued future improvements and positive recognition.

Meet our client

They found IntouchShop

How does mystery shopping help them?

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"Our teams stepped up their game, and everyone benefits from this!"

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WHAT DID THEY DO?HOW CAN I IMPROVE TOO?

Start creating your mystery shopping program today!

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"Since launching the mystery shopping program we have seen a steady increase in our team’s performance."

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Intouch Insight
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Detailed reporting

Scoring

Company wide communication

Ongoing improvements

How it's helped them

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IntouchShop Reporting Dashboard
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Mystery shopping mobile top opportunities
Scoring by date
Competitor Mystery Shop Data
Wawa
ABC Fine Wine & Spirits
Orangetheory Fitness