Find the moments that build customer confidence, and the points where a store visit loses momentum.
Test service across the shopping journey
A retail scenario can cover acknowledgement on arrival, discovery of customer needs, product explanations, availability checks, checkout and returns enquiries. Set observable standards so stores can be compared fairly.
Choose profiles that reflect your customers
Vary customer needs, familiarity with the product, budget and reason for visiting. Use a consistent core scenario when comparing locations, and document stock or staffing constraints that affect the experience.
Make findings useful to store managers
Where reports are included, show the sequence of the visit, strengths, missed opportunities and evidence behind each finding. Focus coaching on specific behaviours rather than vague impressions.
Agree practical limits
Purchases, reimbursements, travel and any recording arrangements must be agreed in advance. A single visit is a snapshot; repeated visits can help distinguish an isolated experience from a recurring pattern.
Discuss your assessment
Tell us your objectives, locations and preferred deliverables. We will help define a practical scope.