retail

Mystery Shopping

Get to know your customers, your staff at stores, your competition and everything that matters at retail.

  • Mystery Shopping
  • Retail Operations Audits
  • Stock Audits
  • E-commerce Seller Audits
  • Market Research

Mystery Shopping & Audits to Measure Customer Experience, Retail Operations Compliance & Inventory

Mystery shopping meaning at the helm of it is pretty simple. It’s the process of employing an auditor to visit target stores or customer touch points incognito, posing as a casual shopper to gather key information about quality of goods and services. At Tophawks, Our Mystery Shopping India services enable you to objectively measure your customers’ experience at your retail stores, service locations and customer touch points. In Retail Audits, we help you measure compliance to policies and SOPs & the Stock Audit services help you measure and reconcile inventory with your records. All our audits are ably driven by in house technology, TracknTrain to ensure accuracy and reliability of data collection, and our highly experienced and trained secret shoppers and auditors who help find deep insights to help you improve your business.

The Tophawks Advantage

• Vast geographical coverage. We have a huge database of 75,000 shoppers, freelancers and auditors in every remote location you want the audit to be in. TopHawks conducts thousands of mystery shopping audits each month with mystery shoppers in more than 200 cities and towns in the Pan India region.

 100 percent completion rate. Many companies claim a completion rate of 100 percent, but at TopHawks, we never break our promises. Our promised completion rate is 100 percent — no exceptions, no excuses.

Detailed surveys. The structure of TopHawk’s mystery shopping report includes every minute metric required for a detailed experience analysis. Instead of probing through a series of generic and potentially subjective questions, a TopHawks behaviours-based audit enables our clients to pinpoint the very attributes and behaviours proven to drive customer delight, effective selling techniques and other critical performance attributes.

• Extensive Training for mystery shopping do’s and don’ts. Prior to the visit to target locations, through a network of freelance mystery shoppers spanning every Socio-Economic Classification, and a team of full-time; highly-trained auditors, the right fits will be chosen and trained, tested and certified on specific program. Our shoppers will know exactly what to look and listen for, and we will ensure that all of your employees and locations are evaluated objectively, consistently and accurately.

• Direct one-on-one management of shoppers. Many companies sub-contract the shop scheduling process and even the quality editing process to businesses that offer mystery shop support services. TopHawk never uses sub-contractors. Our dedicated staff of in-house schedulers and editors speak one-on-one with our shoppers every day; this ensures that the shoppers fully understand specific requirements and receive continual coaching and recognition to better produce actionable feedback for you.

• Highly engaged, top-performing mystery shoppers. We understand that our mystery shoppers are also our clients and very valuable to our company. Our mystery shopping jobs make them feel like they are a part of our corporate culture. Through consistent direct contact, we instil in them a high level of personal accountability and pride that their feedback is important. We are one of the mystery shopping companies that pays quickly and aptly to keep our shoppers motivated.

Mystery Shopping Research Method

  • Our programs lets you understand exactly what customer delight-driving behaviours look and sound like
  • Retail audit services ensures retail network investments in fixtures, furnitures & signage, demo units and branded displays are properly maintained
  • Stock audit services provides accurate and reliable stock and inventory measurement in the supply chain to ensure correct accounting, maintain freshness and quality and minimise shrinkage through loss or theft
  • Align company-wide focus on improving the customers’ experiences, resulting in higher sales through an increased number of customer visits
  • Discover if customers are receiving consistently superior customer service at every location and customer touchpoint
  • Identify gaps in training
  • Improve suggestive selling and provide customers the information they want, resulting in an increased number of items purchased per customer visit
  •  Ensure compliance with legal requirements to maintain a positive brand image and avoid legal issues
  •  And much, much more…

No matter what your objectives, we will partner with you to develop a program that will provide actionable results using state-of-the-art technologies and proven mystery shop methodologies.

Things that make us the Top Mystery Shopping and Audit Company in India

Expertise through Experience

We have worked with Fortune 500 companies for their mystery shopping initiatives and have evolved our processes and designs to perfect our client’s experience.

Customisable Tech Solution

Through our Technological platform TracknTrain, we ensure proper checks at all the process points are present, with in depth analysis and data reports at your dashboards.

Wide Network of Shoppers

We have a large network of 75000 freelance mystery shoppers spanning every Socio-Economic Classification and geography in India, and a team of full-time; highly-trained auditors.

Quality Metrics

With our automated training and certification processes, we ensure top quality shoppers only are deployed on projects, and verify each response received for accuracy and insightfulness before reporting to clients.

MYSTERY SHOPPING EXAMPLE

Consumer_Experience_AuditIn a customer experience audit program, there are plenty of factors that needs to be considered such as store ambiance, staff courteousness, communication skills, facilities and infrastructure, billing process and several other aspects of customer service.

Our customer experience management audit process objectively gauge the end customer’s experience by simulating a customer visit by a customer experience auditor to your store, restaurant, branch or any such end customer touchpoint. Mystery shoppers who are an exact fit to the profile of your target audience visit locations secretly as customers and tap the key parameters of their experience on dozens of objective and subjective parameters to conduct customer experience audit.We are one of the top customer audit companies in India having done more than 300 audits for our clients.
With our In house technological expertise, we collect the data in a real-time, reliable, transparent and media-rich way. A weighted average indexing process then translates these measures into an index that you can use to objectively evaluate the quality of audits at your locations. Measurements and insights are reported at a location level, and can also be aggregated at any level of organisational structure or geography. The detailed analysis in reports provides a customer’s view of their experience.
Price_Check_AuditMajorly a Brand wants to get Price check audits for two motives – a) Measuring pricing variations, standards of own products in order to drive pricing discipline b) Measuring pricing of competitors to create pricing strategies and schemes and offers.
Bringing price discipline in sales channel is critical for avoiding customer dissatisfaction and confusion, discouraging price-hunting shopping behaviour, and for maintaining the company’s financial interest in proac.TopHawks conducts what are called Price Checks, or SRP (Suggested Retail Price) audits or MOP (Market Operating Price) audits in which a customer attempts to purchase a product at the best possible negotiated price. If the price offered violates a brand’s pricing guidelines, brands can use various incentives/penalties methods to bring partners back in compliance. A similar process can also be deployed for competitor products with the goal of discovering their pricing strategies and promotional schemes and offers.
Service_Audit

The experience of interaction with staff in a end customer touchpoint, be it store or a restaurant is the biggest factor of a customer’s overall experience. A good team member can maximize interaction and conversion and lead to increment in sales, whereas a poor quality person can do the opposite.

Tophawks as a Store Staff Audit company in India evaluates numerous aspects such as grooming, personal hygiene, communication skills, selling skills, product knowledge and demonstration skills as well as troubleshooting, negotiating and closing skills in order to identify training needs, evaluate training impact, or to assess if the right set of people are deployed.