Marconix - Leading Mystery Shoping and Audit Company in India.

Mystery Shopping & Audits


Sectors


Marconix genuinely care about your organization and our programmes are diversified to help you improve your level of customer satisfaction, gain repeat customers and of course help you to increase your profits.


Retail

Use retail mystery shopping 
									
									insights data

Use retail mystery shopping insights data

  • Understand missed sales opportunities and implement training for improvement.

  • Identify at store level areas of non-compliance to enable change to be instigated.

  • Verify that advertising campaigns are launched on time and executed properly.

  • Seek opportunities to improve the consumer journey through the store and increase buying opportunities.


Our retail mystery shoppers can cover

  • Customer engagement , Cashier service.

  • Rapport building and identifying customer needs.

  • Commercial awareness and selling skills.

  • Housekeeping, merchandising and POS material.

  • Post sales communication and online fulfilment.

Use retail mystery shopping 
									
									insights data

Use retail mystery shopping insights data

  • Understand missed sales opportunities and implement training for improvement.

  • Identify at store level areas of non-compliance to enable change to be instigated.

  • Verify that advertising campaigns are launched on time and executed properly.

  • Seek opportunities to improve the consumer journey through the store and increase buying opportunities.


Our retail mystery 
									
									shoppers can cover

Our retail mystery shoppers can cover

  • Customer engagement , Cashier service.

  • Rapport building and identifying customer needs.

  • Commercial awareness and selling skills.

  • Housekeeping, merchandising and POS material.

  • Post sales communication and online fulfilment.


ONLINE AND E-COMMERCE

Use our online mystery shopping research in the following areas

Use our online mystery shopping research in the following areas

  • User acceptance testing.

  • Beta Testing.

  • Social media and community management training.

  • Live website testing to understand page performance and delivery issues.

  • Interactions between your website and call centre for order handling and enquiries.


Our field researchers can also measure multiple contact methods for key interactions between online and offline channels

  • Online payments.

  • Speed of collection service.

  • Condition of delivered items and packaging.

  • Adherence to regulations for restricted items (Under Age Sales Testing).

  • Online return policy testing.

  • Online refunds testing.

Use our online mystery shopping research in the following areas

Use our online mystery shopping research in the following areas

  • User acceptance testing.

  • Beta Testing.

  • Social media and community management training.

  • Live website testing to understand page performance and delivery issues.

  • Interactions between your website and call centre for order handling and enquiries.


Our field researchers can also measure multiple
									contact methods for key interactions between online and offline channels

Our field researchers can also measure multiple contact methods for key interactions between online and offline channels

  • Online payments.

  • Speed of collection service.

  • Condition of delivered items and packaging.

  • Adherence to regulations for restricted items (Under Age Sales Testing).

  • Online return policy testing.

  • Online refunds testing.


AUTOMOTIVE

Customer touchpoints we cover

Customer touchpoints we cover

  • The car buying journey, showroom standards and presentation.

  • Test drive and product knowledge.

  • Finance options and dealership event incentives.

  • Aftersalesquality checking.

  • Servicing.


With this data you can

  • Understand missed sales opportunities and implement training for improvement..

  • Identify at dealership level, areas of non-compliance and poor service.

  • Verify that advertising campaigns are launched on time and executed properly.

  • Seek opportunities to improve the consumer journey from the initial enquiry.

Customer touchpoints we cover

Customer touchpoints we cover

  • The car buying journey, showroom standards and presentation.

  • Test drive and product knowledge.

  • Finance options and dealership event incentives.

  • Aftersalesquality checking.

  • Servicing.


With this data you can

With this data you can

  • Understand missed sales opportunities and implement training for improvement..

  • Identify at dealership level, areas of non-compliance and poor service.

  • Verify that advertising campaigns are launched on time and executed properly.

  • Seek opportunities to improve the consumer journey from the initial enquiry.


FINANCIAL SERVICES

Our financial services coverage

Our financial services coverage

  • Building Society and bank branches.

  • Financial call centres mystery shopping.

  • Home visits and financial appointments.

  • Insurance and insurance based products.

  • Online Enquiries.


Evaluate the following areas of interest

  • Mortgages Interviews.

  • Consumer Credit and Loans.

  • Savings.

  • Insurance.

  • Investments.

  • Pensions Advice.

Our financial services coverage

Our financial services coverage

  • Building Society and bank branches.

  • Financial call centres mystery shopping.

  • Home visits and financial appointments.

  • Insurance and insurance based products.

  • Online Enquiries.


Evaluate the following areas of interest

Evaluate the following areas of interest

  • Mortgages Interviews.

  • Consumer Credit and Loans.

  • Savings.

  • Insurance.

  • Investments.

  • Pensions Advice.


Hospitality, Leisure & Restaurants

Customer measurement areas for the hospitality & leisure sector

Customer measurement areas for the hospitality & leisure sector

  • Room Service.

  • Hotel room cleanliness.

  • Commercial awareness and selling skills.

  • Bars and restaurants.

  • Concierge and reception desk services.

  • Wedding, conference and event sales.

  • Gymnasium and Fitness Suites.

  • Health and Beauty Spa Treatments.


Hospitality & leisure sector insights

  • Identify at location level opportunities to improve overall service.

  • Monitor marketing campaign deployment at store level.

  • Verify that advertising campaigns are launched on time and executed properly.

  • Seek opportunities to improve the overall customer service journey.

Customer measurement areas for the hospitality & leisure sector

Customer measurement areas for the hospitality & leisure sector

  • Room Service.

  • Hotel room cleanliness.

  • Commercial awareness and selling skills.

  • Bars and restaurants.

  • Concierge and reception desk services.

  • Wedding, conference and event sales.

  • Gymnasium and Fitness Suites.

  • Health and Beauty Spa Treatments.


Hospitality & leisure sector insights

Hospitality & leisure sector insights

  • Identify at location level opportunities to improve overall service.

  • Monitor marketing campaign deployment at store level.

  • Verify that advertising campaigns are launched on time and executed properly.

  • Seek opportunities to improve the overall customer service journey.


Fast Food, Convenience & Food court

Customer measurement areas

Customer measurement areas

  • Brand standards (brand audits).

  • Promotional activity and POS (fast food, convenience, forecourts.

  • Commercial awareness and selling skills.

  • Customer service standards.

  • Concierge and reception desk services.

  • Cleanliness, housekeepingand presentation.

  • Quality of food and beverages if applicable.

  • Retail standards (retail audits).


With detailed customer insights you can

  • Understand missed sales opportunities and implement training for improvement.

  • Identify at store level opportunities to improve overall service.

  • Monitor marketing campaign deployment at store level.

  • Seek opportunities to improve the overall customer service journey.

Customer measurement areas

Customer measurement areas

  • Brand standards (brand audits).

  • Promotional activity and POS (fast food, convenience, forecourts.

  • Commercial awareness and selling skills.

  • Customer service standards.

  • Concierge and reception desk services.

  • Cleanliness, housekeepingand presentation.

  • Quality of food and beverages if applicable.

  • Retail standards (retail audits).


With detailed customer insights you can

With detailed customer insights you can

  • Understand missed sales opportunities and implement training for improvement.

  • Identify at store level opportunities to improve overall service.

  • Monitor marketing campaign deployment at store level.

  • Seek opportunities to improve the overall customer service journey.


Property Developers & Estate Agents

Measuring the new build sales process

Measuring the new build sales process

  • Benefits to the customer of buying a New Home.

  • Show home customer journey and the house viewing process.

  • Explanation of sales incentives and purchasing methods.

  • Knowledge of Stamp Duty Land Tax (SDLT).

  • Sales representative knowledge of Quality Assurance.

  • Snagging checks on completion.

  • Fixtures and fittings and enhancements.

  • Price negotiation techniques and deal closure.

  • Reservation and cancellation knowledge.


Understanding housing development site standards

  • Adherence to site safety requirements.

  • Staffing levels and visibility of representatives.

  • Health and safety signage and notices.

  • Parking and ease of access.

  • Marketing suite and sales centre audits.

Measuring the new build sales process

Measuring the new build sales process

  • Benefits to the customer of buying a New Home.

  • Show home customer journey and the house viewing process.

  • Explanation of sales incentives and purchasing methods.

  • Knowledge of Stamp Duty Land Tax (SDLT).

  • Sales representative knowledge of Quality Assurance.

  • Snagging checks on completion.

  • Fixtures and fittings and enhancements.

  • Price negotiation techniques and deal closure.

  • Reservation and cancellation knowledge.


Understanding housing development site standards

Understanding housing development site standards

  • Adherence to site safety requirements.

  • Staffing levels and visibility of representatives.

  • Health and safety signage and notices.

  • Parking and ease of access.

  • Marketing suite and sales centre audits.


Health, Wellbeing & Spas

Our typical mystery shopper visits can include

Our typical mystery shopper visits can include

  • The new client consultation process.

  • Customer service measurement during pre-treatment.

  • Compliance checking at the sales or appointment stage.

  • Relationship building, upsell, treatment and product knowledge.

  • Practice therapist assessments.

  • Age Verification Testing.

Our typical mystery shopper visits can include

Our typical mystery shopper visits can include

  • The new client consultation process.

  • Customer service measurement during pre-treatment.

  • Compliance checking at the sales or appointment stage.

  • Relationship building, upsell, treatment and product knowledge.

  • Practice therapist assessments.

  • Age Verification Testing.


Services


Mystery Shopping Research

Data Collection Methods : Our data collection methods include detailed evidence capture and which can be conducted as either quantitative or qualitative exercises.


Quantitative Mystery Shop Research

Quantitative market research is more structured than qualitative research methods and is statistical in nature. By asking our mystery shoppers to target locations or services with a higher frequency you will have access to numerically robust data on which to make informed decisions.

Our quantitative mystery shop services
  • Our quantitative mystery shop services are particularly suitable for businesses in a fast moving environment and can be the solution for clients seeking to:

  • Collect numerical data which can be analysed by customer insight/operations teams.

  • Evaluate what is happening within stores or contact centres.

  • Gain responses allowing mystery shop researchers the opportunity to be transparent about service they receive.

  • Collect large sets of data quickly and effectively


Qualitative Mystery Shop Research

  • Our quantitative mystery shop services are particularly suitable for businesses in a fast moving environment and can be the solution for clients seeking to:

  • Understand the complete customer experience.

  • Test new product and service frameworks in sample numbers.

  • Create and test new product concepts (User Acceptance Testing).

  • To assess and turnaround poor performing resources with focused testing


Our quantitative mystery shop services
  • Our quantitative mystery shop services are particularly suitable for businesses in a fast moving environment and can be the solution for clients seeking to:

  • Collect numerical data which can be analysed by customer insight/operations teams.

  • Evaluate what is happening within stores or contact centres.

  • Gain responses allowing mystery shop researchers the opportunity to be transparent about service they receive.

  • Collect large sets of data quickly and effectively


Qualitative Mystery Shop Research

Qualitative Mystery Shop Research

  • Our quantitative mystery shop services are particularly suitable for businesses in a fast moving environment and can be the solution for clients seeking to:

  • Understand the complete customer experience.

  • Test new product and service frameworks in sample numbers.

  • Create and test new product concepts (User Acceptance Testing).

  • To assess and turnaround poor performing resources with focused testing



Retail Audits

Our in-store observational audit services can help you to
  • Our in-store observational audit services can help you to

    • Review adherence to brand (brand audits) guidelines and company standards.

    • Check product promotions and campaign activity.

    • Understand retail compliance (compliance audits).

    • Conduct evidence gathering exercises for regulatory requirements.

    • Review placement and understand stock availability in store.

    • Check staffing levels and access to customer support.



Detailed in-store retail audit reports

Detailed in-store retail audit reports

Once the audit visits/reports have been completed we provide you with online access to our market leading insights dashboard where you can review the reports in relation to your audit or compliance monitoring survey.


Robust evidence capture

Robust evidence capture

Our audit reports can contain images, video, audio recordings and anecdotal evidence. We also apply a second tier of quality control checking to ensure any scoring in relation to an audit is justified with relevant and detailed feedback.


Broad Coverage

Broad Coverage

With national coverage and highly trained field assessors, our retail audits will provide you with an independent measurement.


Your sample checklist for retail audits

Your sample checklist for retail audits

  • Validate key products lines are available on shelves.

  • Check merchandise labelling for accuracy.

  • Check brand placement/promotional compliance and POS material.

  • Monitor price movements and benchmark competitors.

  • Check packaging and display for regulatory compliance.



Customer Satisfaction surveys

With customer satisfaction survey research, you can understand
  • With customer satisfaction survey research, you can understand

    • Service delivery.

    • The buying experience.

    • Staff responsiveness.

    • Customer service pinch points.

    • Our customer satisfaction surveys focus on the customer journey within your business. Knowing the opinions of real customers offers a great insight into your business. Whether the information is gathered as part of a strategic overview, or is a tactical exercise to understand particular service elements. Customer satisfaction surveys tend to be shorter in nature when compared with mystery shopping, they should focus on the key service elements you are seeking to understand.


How customer satisfaction surveys benefit your company

  • Understand your customer willingness to recommend with (NPS).

  • Keeps communication with you customers alive.

  • Becomes a key component of your business strategy.

  • Help you increase customer lifetime value.

  • Encourages positive word of mouth and referrals.

  • Finally, the ultimate purpose of this type of survey is to benchmark how satisfied your customers are with the service. Happy customers are extremely valuable to your company and more likely to come back and make repeat purchases. Quickly identifying any key issues will not only save money it will help you to grow a happy customer base.


With customer satisfaction survey research, you can understand
  • With customer satisfaction survey research, you can understand

    • Service delivery.

    • The buying experience.

    • Staff responsiveness.

    • Customer service pinch points.

    • Our customer satisfaction surveys focus on the customer journey within your business. Knowing the opinions of real customers offers a great insight into your business. Whether the information is gathered as part of a strategic overview, or is a tactical exercise to understand particular service elements. Customer satisfaction surveys tend to be shorter in nature when compared with mystery shopping, they should focus on the key service elements you are seeking to understand.


How customer satisfaction surveys benefit your company

How customer satisfaction surveys benefit your company

  • Understand your customer willingness to recommend with (NPS).

  • Keeps communication with you customers alive.

  • Becomes a key component of your business strategy.

  • Help you increase customer lifetime value.

  • Encourages positive word of mouth and referrals.

  • Finally, the ultimate purpose of this type of survey is to benchmark how satisfied your customers are with the service. Happy customers are extremely valuable to your company and more likely to come back and make repeat purchases. Quickly identifying any key issues will not only save money it will help you to grow a happy customer base.



Under Age Sales Testing

Our Under Age Sales Testing services can be used in the following areas
  • Our Under Age Sales Testing services can be used in the following areas

    • Supermarkets and convenience stores.

    • Hotels.

    • Clubs / Pubs – alcohol purchases and on the door entry.

    • Department stores.

    • Amusement/entertainment centres.

    • Cinemas.

    • In fact, anywhere legislation applies for purchasing goods we can place our mystery shoppers to report back the findings. We age profile our mystery shoppers and back this up with photographic evidence of appearance. All our visitors are between 18-23 years of age and should be challenged in relation to alcohol or age restricted products.


How customer satisfaction surveys benefit your company

  • Understand your customer willingness to recommend with (NPS).

  • Keeps communication with you customers alive.

  • Becomes a key component of your business strategy.

  • Help you increase customer lifetime value.

  • Encourages positive word of mouth and referrals.

  • Finally, the ultimate purpose of this type of survey is to benchmark how satisfied your customers are with the service. Happy customers are extremely valuable to your company and more likely to come back and make repeat purchases. Quickly identifying any key issues will not only save money it will help you to grow a happy customer base.


How customer satisfaction surveys benefit your company
  • With customer satisfaction survey research, you can understand

    • Service delivery.

    • The buying experience.

    • Staff responsiveness.

    • Customer service pinch points.

    • Our customer satisfaction surveys focus on the customer journey within your business. Knowing the opinions of real customers offers a great insight into your business. Whether the information is gathered as part of a strategic overview, or is a tactical exercise to understand particular service elements. Customer satisfaction surveys tend to be shorter in nature when compared with mystery shopping, they should focus on the key service elements you are seeking to understand.


Conducting age related sales testing

  • Our young mystery shoppers will visit your store or location to purchase an age restricted item and complete a report in relation to the visit (see the updated code of practice for age restricted products and services). Contained within the report will be factual information to support the score and outcome. Our testing team are handpicked and qualified to carry out the work on our behalf.

  • We capture the name of the server or description and whether or not your staff are proactively asking for identification (age verification) when purchasing from the restricted sale item list?

  • We also audit other elements within your location to ensure the relevant posters and warnings are presented at locations where either alcohol is sold or areas where an age restriction applies. This gives an overall visit score separate to main Pass/Fail question and enables you to ensure that you are taking every measure possible to adhere to legal requirements.


Our Under Age Sales Testing services can be used in the following areas
  • Our Under Age Sales Testing services can be used in the following areas

    • Supermarkets and convenience stores.

    • Hotels.

    • Clubs / Pubs – alcohol purchases and on the door entry.

    • Department stores.

    • Amusement/entertainment centres.

    • Cinemas.

    • In fact, anywhere legislation applies for purchasing goods we can place our mystery shoppers to report back the findings. We age profile our mystery shoppers and back this up with photographic evidence of appearance. All our visitors are between 18-23 years of age and should be challenged in relation to alcohol or age restricted products.


How customer satisfaction surveys benefit your company

How customer satisfaction surveys benefit your company

  • Understand your customer willingness to recommend with (NPS).

  • Keeps communication with you customers alive.

  • Becomes a key component of your business strategy.

  • Help you increase customer lifetime value.

  • Encourages positive word of mouth and referrals.

  • Finally, the ultimate purpose of this type of survey is to benchmark how satisfied your customers are with the service. Happy customers are extremely valuable to your company and more likely to come back and make repeat purchases. Quickly identifying any key issues will not only save money it will help you to grow a happy customer base.


With customer satisfaction survey research, you can understand
  • With customer satisfaction survey research, you can understand

    • Service delivery.

    • The buying experience.

    • Staff responsiveness.

    • Customer service pinch points.

    • Our customer satisfaction surveys focus on the customer journey within your business. Knowing the opinions of real customers offers a great insight into your business. Whether the information is gathered as part of a strategic overview, or is a tactical exercise to understand particular service elements. Customer satisfaction surveys tend to be shorter in nature when compared with mystery shopping, they should focus on the key service elements you are seeking to understand.


Conducting age related sales testing

Conducting age related sales testing

  • Our young mystery shoppers will visit your store or location to purchase an age restricted item and complete a report in relation to the visit (see the updated code of practice for age restricted products and services). Contained within the report will be factual information to support the score and outcome. Our testing team are handpicked and qualified to carry out the work on our behalf.

  • We capture the name of the server or description and whether or not your staff are proactively asking for identification (age verification) when purchasing from the restricted sale item list?

  • We also audit other elements within your location to ensure the relevant posters and warnings are presented at locations where either alcohol is sold or areas where an age restriction applies. This gives an overall visit score separate to main Pass/Fail question and enables you to ensure that you are taking every measure possible to adhere to legal requirements.