Overview
Know what happens at the till, on the floor and at the fitting room.
Retail standards are set at head office and delivered by people in every store. A mystery shopper visit shows whether the standard reaches the customer: the greeting, the product knowledge, the offer and the close of the sale.
Scores are built so that stores in different malls and regions can be compared fairly, and so that improvement between waves is visible.
RCA also measures shopping centres and precincts, online stores and call centres, so a retailer can measure the journey across channels.
Conversion
See whether staff greet, help and ask for the sale.
Brand consistency
Check that every store delivers the same standard.
Targeted coaching
Direct training to the gaps each store actually has.
How it works
Four steps from brief to better service.
Define
We agree your standards, touchpoints and scoring so the scorecard reflects your brand, not a template.
Calibrate
Matched shoppers are briefed on the scenario and scorecard so every visit is judged the same way.
Visit
Shoppers complete the visit, call or purchase and submit evidence-based reports.
Report and review
RCA quality-checks every report, delivers scores and verbatim comments, and walks your team through the priorities.
In more detail
From single stores to national footprints
Programmes run from a handful of flagship stores to national networks. We agree the sample, the frequency and the scenarios with you, then report by store, region and total. Where you have franchisees or concessions, results can be shared with each owner separately.
Questions
Frequently asked questions
How many stores should be shopped?
Many retailers shop every store at least once a year and focus extra waves on stores that need attention. We agree the sample with you.
Can you test returns and complaints handling?
Yes. Scenarios can include a return, an exchange or a query, scored against your policy.
Can retail results be compared between stores?
Yes. A single scorecard and calibrated shoppers make scores comparable across stores, regions and waves.
Do you also shop online stores?
Yes. See online shopping for the full purchase journey, including delivery and returns.
Do you work with consumer brands in store?
Yes. See our mystery shopper programme for FMCG.