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Tag Archives: Retail
The Secret Shopper Stigma Revealed by Affordable Care Act
Last Monday, the New York Times reported the Obama administration plans to use mystery shoppers to assess the state of doctor shortage in the United States. Two days after the story broke, the Department of Health and Human Services said … Continue reading
Can You Mystery Shop Your Way to Overnight Success?
In the perfect world, we could snap our fingers and get whatever we want when we want it. But here in reality, we have to work and wait for those things we want to happen. It is a philosophy to … Continue reading
Posted in Blog, Customer Experience
Tagged ICCDS, Mystery Shopping, Retail, secret shopper, secret shops
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Amazon Starts Flash Sale: Late to the Party or Trendsetting?
We are used to seeing Amazon as a leader in e-commerce. In many ways, it is a bit surprising that they have come so late to the party with the introduction of their own flash sale site, Myhabitat. But let’s … Continue reading
Posted in Blog, Customer Experience
Tagged Amazon, myhabit, Mystery Shopping, online merchandising, online retail, Retail, retailing, searchandising
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Is Social Media an Appropriate Venue to Gauge Customer Experience?
You may choose to air it all online to benefit from social media, or you may encourage customers to provide extensive feedback in a private venue. Using social media as a retailer has pros and cons. Continue reading
Posted in Blog, Customer Experience
Tagged brands, Customer Experience, Customer Satisfaction, ICCDS, mspa, Mystery Shopping, mystery shopping programs, mystery shopping scams, MysteryShop.org, quality metrics, reputable mystery shopping companies, Retail, retail mystery shopping, retailer, retailers, secret shopper, social media
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Retail Benchmarks Holiday Season 2010 – Toy Category
In recent weeks, ICC/Decision Services conducted 1621 mystery shops measuring 9 categories at over 50 retailers in 30 locations per retailer. That resulted in over 10,000 data points gathered by our Mystery Shopping and Secret Shopping efforts. In the toys … Continue reading
Retail Benchmarks Holiday Season 2010 – Sporting Goods Category
In recent weeks, ICC/Decision Services conducted 1621 mystery shops measuring 9 categories at 50 retailers in 30 locations per retailer. That resulted in over 10,000 data points gathered by our Mystery Shopping and Secret Shopping efforts. In the Sporting Goods … Continue reading
Retail Benchmarks Holiday Season 2010 – Specialty Category
In recent weeks, ICC/Decision Services conducted 1621 mystery shops measuring 9 categories at 50 retailers in 30 locations per retailer. That resulted in over 10,000 data points gathered by our Mystery Shopping and Secret Shopping efforts. The specialty category is … Continue reading
Retail Benchmarks Holiday Season 2010 – Office Supply Category
While our Mystery Shoppers rated them fairly high on service, they rated them low on making sales. Employees are friendly and helpful, but they don’t do well when it comes to suggesting what else customers might buy or pointing out items on sale or potential discounts. Continue reading
Retail Benchmarks Holiday Season 2010 – Off Price Category
Data gathered by our secret shoppers reveal that this category really suffers in selling. While customer expectations for service might be a bit different in the off-price retailers, we were very surprised to see how low the selling scores were Continue reading
Retail Benchmarks Holiday Season 2010 – Home Improvement Category
In the home improvement category, Home Depot came out slightly ahead of Lowe’s. Interestingly, both stores ranked extremely low on selling. Employees are very helpful and pointed our secret shoppers in the direction of what they were already looking for, but rarely did anyone suggest an item in the store that would be perfect with what the customer was buying or point out specials or promotions. Continue reading
