Performance Measurement - Case Studies
Mystery shopping and customer survey case studies.
Asda
Grass Roots has developed a continuous mystery shopping programme to measure customer service in all of Asda's stores. Mystery shoppers assessed Asda stores and their interactions with staff to evaluate levels of customer service.
Happy to help - Asda mystery shopping case study
Barclays
Grass Roots has developed a mystery shopping programme that measures the customer journey of a Barclays account holder, identifying how branch staff interacted with customers and assessed their needs.
Barclays mystery shopping case study
DSGi
Grass Roots created a mystery shopping programme to measure the effectiveness of the DSGi training programme and its customer service standards in PC World and Currys outlets.
Power Up - DSGi mystery shopping case study
Karen Millen
Grass Roots introduced a mystery shopping programme throughout the UK and Ireland, selecting shoppers from their extensive mystery shopping panel to measure standards and deliver a high quality customer experience.
We Can Shine - Karen Millen mystery shopping case study
Lexus
Grass Roots developed telephone customer surveys to maintain Lexus' high level of customer service and measure the customer experience. Postal questionaires were sent to customers we were unable to reach.
Lexus customer survey case study
New Look
Grass Roots created a mystery shopping programme that evaluated New Look's customer service standards and the store environment, while engaging employees to evaluate stores and find opportunities for improvement.
New Look 'Snapshot' mystery shopping case study
TUI
Grass Roots developed the 'Pulse' mystery shopping programme to measure service levels across the entire retail estate. A key client requirement was flexibility and Grass Roots enhanced its reporting systems in order to meet this need.
TUI 'Pulse' mystery shopping case study
If you would like to know more about how Measurement has helped its clients improve performance, please contact us.
Grass Roots reports on customer service standards