ABOUT THE CLIENT
Client is a leading multi-outlet food joint company.
APPROACH
Quantitative research
Sample Size - 2250
PROBLEM STATEMENT
Assess customer experience through mystery audits across multiple outlets.
Evaluate key service attributes: cleanliness, staff behavior, order, and billing process.
Identify gaps between actual and desired customer experience.
Provide insights for standardization and process improvement.
OUR SOLUTIONS
Mystery Audit: Shoppers visited multiple outlets in Delhi NCR to evaluate service quality.
Target Attributes: Cleanliness, staff behavior, order process, and billing process.
Data Collection & Analysis:
4-week timeline, 15 outlets audited.
Raw data in Excel, followed by analysis and reporting.
KEY TAKEAWAYS
Objectively measured customer experience quality and benchmarking standardization.
Identified gaps between actual vs. desired service experience.
Helped refine timing, resource management, and process improvements.
OUTCOME
Provided insights for continuous service enhancements.
Enabled targeted improvements in staff training and operational efficiency.