Italiano
Project Description
A series of touchpoints of market operators, such as points of sale of the internal network or competitors have been observed through an Ethnographic Mystery Shopping approach.
This methodology is usually combined with a classic mystery shopping activity with the aim of integrating the evaluation of the service provided at the point of sale with a precise analysis of the customers.
This service, thanks to a field observation approach by qualitative mystery auditor, is perfect to:
- analyse customer profiles in a socio-demographic and behavioural way
- define real motivations (expressed and unexpressed) for the presence of customers at the point of sale and attraction elements (products, advertisements…) they look at / ask for information about to the sales assistants
- evaluate the sentiment and atmosphere within the points of sale between customers and staff
