Coty – Mystery Shopping

Engaging People, For Engaging Brands

25%

Following our mystery shop we identified a 25% opportunity for further coaching/ training for BA’s

9

Mystery shopping in 9 different retailers across the UK&IRE

89%

Overall following our mystery shopping activation, our client received a compliance score of 89%

Objectives

Identify training needs and deliver immediate feedback to the staff member. COTY retail employees are targeted on delivering excellent customer service to all shoppers hence the need for mystery shop programmes to take place and ensure that all shoppers are experiencing the COTY standard.

Solution

Infinite Identified COTY’s target market within our staff database in order for the mystery shops to be realistic. They executed as follows;

Mystery Shop visit
Inform COTY staff members of any knowledge gaps if they had passed
Upload data within 24 hours of visit. We built a questionnaire for the shoppers to follow when completing the store visits.

Benefits

25% of the store’s staff were identified, by our teams, to require additional training.

Our analytics team created a heat-map of the areas that were over/underachieving against set targets.

In addition, we were able to highlight to COTY where in the sales process lacked the most knowledge helping to focus the follow-up training.

"Mystery shopping is an interesting job as we are playing an acting role sort of speak. Trying to extract information from staff members without them knowing that I was working for the brand/product etc gives me a slight thrill. 99.9% the staff are close to perfection, when it comes to approach, presentation, knowledge of brand, closing a sale etc. Yet again, it's nice to be able to travel to these different stores. A part from working in these stores, we can always make time to shop around for ourselves. As usually there is only two mystery shop visits a day"

Steve, Campaign Staff - Ireland