Customer Experience Mapping (Mystery Shopping)

We enable you to define, measure and continuously improve staff skills to maintain loyalty of old customers and win new customers by coming across as trusted experts. Our technology allows real time action planning and tracking of closures, which builds accountability and corrective actions are taken much faster as a result.

Predictive analytics to enable smarter decisions. Real time insights on mobile/web platforms.

Maximum surveys filled on the spot by auditors on their mobile apps

Real time and detailed tracking of numbers of surveys scheduled, completed etc. along with respondent details, location details and respective surveys filled.

1.2 Mn App-Enabled respondents, Passionate customers who provide unbiased feedback towards products and services they experience.

Technology driven action planning and closure workflows. We don't just report the issues but help you also fix them.

All surveyors trained through Audio-Visuals regarding the project, specific scenarios for the survey on mobile and web platforms.

All surveyors provide geo coordinates for survey authenticity. Option available on mobile app for geo check-in and check-out once one enters the place and leaves it.

Use Cases

Full Service Improvement

Improvement in Upselling/Cross Selling

Responsiveness Surveys

  • Mapping the complete journey of a customer right from his entry in the store/outlet to his exit including outlet ambiance, interaction with staff, display and communication of the store, farewell from staff etc.
  • Surveys for specifically evaluating the cross selling and upselling skills of the staff leading to growth in revenue
  • Tracking if the response time by staff/agents are as per the pre-set customer expectations

Infrastructure Audits

  • Surveys for Infrastructure Gap Assessment i.e. identifying gaps in availability of required items and their maintenance wrt exterior, interior, upholstery, cutlery, restroom etc. of an outlet

Case Studies

A suggested training program resulted into 13% increase in ticket size via Upselling

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Improved existing SOPs in correlation with CSAT, and the adherence level shot up to 90%

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A continuous check on VM, product placement etc. showed an impressive impact on Customer Engagement and Selling

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A suggested scorecard for Promoters motivated them to impress customers and raise the NPS

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