Mystery Shopping in Luxury

Project Description

The Mystery Shopping is more and more required in Luxury & Fashion world: being a sector with a high spending target, excellence of service and consistency with the brand image become essential.

The smallest mistake might end up in a real “corporate crisis”, even more nowadays considering the spread of information due to digital communication. One of the most important fashion and luxury brand, known around the world, asked us to monitor their retail chain – both in the first and in the second line – distributed throughout the national territory and in some European cities, in order to check if there is alignment in terms of customer service, staff competence, brand image representativeness etc.

The purpose was to provide customers with an assistance aimed not only to the purchase of clothes, but mainly to transmit the exclusivity of the brand and to offer a personalized approach. It was intended to support the customer with a “personal shopper” rather than just a sales assistant, orienting him to the right product, the one that fits properly, with a customized service.

Our shoppers were looking for products, for which a wide range of versions and accessories were available. The customers asked challenging requirements to the staff, in order to evaluate their ability to manage particular situations without reducing the loyalty and the trust of the customer.