PUIG – Mystery Shopping

Engaging People, For Engaging Brands

IDENTIFYING TRAINING OPPORTUNITY

COMPETITOR COMPARISON ANALYSIS

COACHING BRAND APPROACH

The
Brief

PUIG is the name behind many high-end retailers that we see in stores and on the high street. With the likes of Jean-Paul Gaultier and Christian Louboutin under their belt, they need to make sure the people they have employed to sell their products are providing the high service level expected from these high-end brands. 

This is where Infinite stepped in, providing staff that can test workers in-store and provide in-depth reports to feedback to the client, keeping service levels high and consistent across all brands.

The
Solution

Working with PUIG on multiple activations, we were able to pull shoppers from our extensive books, that can not only provide feedback but constructive information to allow PUIG to better the experience for their customers moving forward. 

With real-time reporting, PUIG was able to correct any issues found asap and ask us to go back out to retest workers, making sure everything stayed consistent for all customers.

The
Result

Wave 1 = 59 out 63 Passed 94%

Wave 2 = 55 out 59 Passed 93%

Christmas Wave = 3 out 13 Passed 23%

Wave 4 = 54 out 68 Passed 79%

During the campaign, we will shop people as many times as possible to either find them in stores or to turn a failed first visit into a passed second visit. This allows PUIG to have confidence that they are giving customers the best possible service and that any training provided is working. 

After activation, we provide PUIG with a detailed report showing both success and needed improvements. Having completed multiple activations, we also allow PUIG to see the areas of growth or reversal as time progresses.

Get In Touch

Whether you need one of our services or a custom combination, for the short term or the long term, contact us today to see how we can help.