Clients

For the past two years Ipsos Australia has run our Mystery Shopping program across APAC. The team provided us with clear direction and advice from the first engagement through to program evolution. Ipsos’s data and insights have allowed us to identify gaps in our frontline service offer and back office support systems, giving us the information needed to target and prioritise areas for improvement. We have seen a steady increase in scores and performance across all markets and the quarterly reviews are a great way of getting the team engaged and driving action across the network. We have a lot of moving parts and constant changes in our business, so I  appreciate Ipsos’s collaborative working style and their ability to configure the program to our needs as we grow.

We’ve partnered with Ipsos for several years now where we have 2x compliance surveys and 1x customer experience Mystery Shop each month. The program allows us to measure not only store compliance, but also customer experience giving us the ability to clearly identify opportunities for improvement and build a targeted plan to address them. Reporting provides real insights into key performance metrics within our business.