Market sectors

Here at Retail Insight we specialise in the Retail, Leisure and Catering sectors.

However we also have expertise in professional practices such as doctors' surgeries where our Mystery Shopping and Customer Satisfaction Surveys have proved increasing popular with Practice Managers.

From experience we know which research methods are most likely to deliver the optimum results in each sector, thus enabling us to provide our clients with superior value for money.

Whilst the principles of sales improvement are common to all market sectors, having specific expertise allows us to get to the key performance issues very quickly and identify any potential, industry-specific challenges.

Retail

We have worked with many retailers across a number of different product areas, from single outlets to large chains.

As a result we have developed high impact cost efficient sales improvement programmes that quickly deliver tangible results for the retailer.

Whether a single shop or multi-site operation, we can quickly advise clients on the most cost effective route to identify and eliminate the performance issues that are reducing their profits.

We will report on factors such as the:

• attractiveness of your store(s)
• speed of purchase
• customer service standards
• effectiveness of lighting, promotions and merchandising
• product knowledge of your staff
• sales skills of your employees
• motivation of your team
• retail standards compliance in your shop(s)

Leisure

The leisure industry is another area in which we have many years of experience. From hotels to wine bars and museums to leisure centres, we have first-hand experience of the particular challenges that the leisure industry face.

Much of our research involves a combined programme of personal, online and telephone Mystery Shopping.

This integrated approach results in a comprehensive picture of how customers book tickets, rooms, flights or holidays, order room service, meals or treatments, are treated by your staff and how they rate the experience generally.

We will report on factors such as the:

• attractiveness of your premises
• speed of booking
• warmth of customer service
• product knowledge of your staff
• sales skills of your employees
• motivation of your team
• overall customer experience
• customer follow-up

Catering

The catering industry has a number of specific issues (such as low pay) that may affect team morale and service performance more than in other sectors.

Also, English may not be the first language of some of your team members yet they must follow the most stringent hygiene regulations.

Personal Mystery Shopping visits to restaurants, pubs and fast food outlets quickly reveal many areas requiring improvement such as food quality, upgrading the toilet facilities or reducing waiting times.

The visit can be recorded on video for a clearer understanding of the how your staff interact physically with your customers.

We will report on factors such as the:

• attractiveness of your outlet
• warmth of customer welcome
• speed of delivery
• food quality
• ingredient knowledge of your staff
• sales skills of your employees
• motivation of your team
• food hygiene
• directional signage
• value for money
• overall customer experience