Carphone Warehouse

The Why

Carphone Warehouse were keen to establish the levels of customer experience across the retail estate, and identify areas for optimisation (specifically in relation to the level of ‘theatre’ and customer-consultant interaction).

The How

We conducted a longitudinal in-store mystery shopping programme on behalf of Carphone Warehouse. Shoppers were required to check aspects such as merchandising (i.e. whether displays were as expected, whether stocks were low on any particular items, etc.). The second component of this exercise was to assess the shopper experience – with an evaluation of the interaction with Carphone Warehouse consultants.

The What Now

Skopos London were able to establish the customer experience level (at a store & region level) – across a range of performance metrics, identifying specific aspects where additional team training was required.

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