In the era of technological revolution and digitisation of services, bricks-and-mortar points of sale and service face increasing expectations. Company representatives play an ever-growing role in building brand image while consumer expectations never stop increasing. In line with the Convenience trend, customers want to shop more conveniently and be served faster.
For over 20 years, our field of expertise have been point of sale audits. We carry on over 90,000 retail audit surveys every year. See our detailed offer here.
Moreover, in points of sale we survey the quality of service and verify the staff’s compliance with internal procedures by means of the mystery shopper methodology. In order to increase work efficiency (e.g. of sales people, merchandisers, or distribution), we also perform non-participant video observations (NPVO). This method is also recommended for efficient collection of information regarding consumer behaviour beyond their declarations.
In bricks-and-mortar shops we also carry on in-depth interviews and their modified version – assisted purchase. This method enables the researcher to observe consumer behaviour during the purchase process and ask detailed questions concerning their choices.
Our research also contributes to improved external appearance of the point of sale, the quality of display, or optimal product location.