In every garden centre and farm shop there lies a brand!
These brands excel because they deliver on their ‘brand promise’ in every location throughout the shop and restaurant and in every customer interaction, including community work, social media, the website and the surrounding areas of the business. Knowing that consistency is essential when building a customer experience that wins trust, loyalty and maintains standards is something all businesses crave. You’ve developed a set of compliance standards and guidelines that you know will enthuse your customers, whilst maximising your turnover and driving operational excellence. However, you can’t be in every location to keep them in check.
Mystery shopping is a long established method of customer research and Malcolm Scott Mystery Shoppers focus on what is important – the customer journey!
This enables us to be cost effective and deliver on the points our clients want to see, without gaining too much data watering the customer feedback down.
Malcolm Scott’s mystery shopping can be your eyes and ears to measure whether your brand standards are being met.
Our services include a site visit, with a follow up report in a timely, professional and honest manner. Our mystery shoppers have many years experience in retail and catering, with an eye for detail, merchandising and ranging experience and an exceptional view of what is ‘great customer service’.
Our culture is one of openness, honesty and professionalism, and our reports reflect this focusing on what matters , with specific feedback for opportunities identified.
Working bespoke to each individual garden centre and farm shop, our mystery shoppers we focus on each businesses personality and objectives to ensure they get the best out of their visit.