Bespoke auditing & customer experience solutions & services
Retail Active has worked with Wickes for over 8 years and has evolved and expanded the number of stores covered as well as moving to deliver a variety of bespoke mystery shopping and auditing solutions.
The mystery shopping programmes are conducted face to face in store and via telephone. The programme focusses on key business measures and projects to provide a detailed understanding of their customer experience and a greater insight around the entire shopper journey. This programme has allowed Wickes to understand their service offering by measuring employee performance against critical business KPI’s. This has enabled them to deliver targeted training to improve the customer experience.
Alongside mystery shopping Retail Active developed a brand standards auditing programme named “Price Check” & “Gap Scan” to help the stores combat poor availability & identify pricing errors, which was resulting in lost sales and impacting customer experience. The resulting action plans have addressed the instore price changeover processes to reduce losses due to incorrect pricing.