Internationale Meubel Groep x Secret View

IMG is a full-service organization with more than 100 entrepreneurs and a variety of living and kitchen formulas. The formulas together have 160 stores spread across the Netherlands, where our community of mystery shoppers will be conducting customer experience research in the upcoming year.

Mystery shopping in the world of style and comfort

All formulas have in common that they are developed and operated by entrepreneurs. IMG supports them in setting up the organization, from procurement to sales. Entrepreneurs who join IMG can also turn to them for questions and advice on marketing, communication, and automation, as well as support in the areas of learning and development.

And that's where Secret View comes into play. In collaboration with the IMG Academy, extensive research has been set up to fully map the customer journey in each formula. The research will help IMG to better understand how to support entrepreneurs and their organizations to excel in their field.

In the coming year, our mystery shoppers will visit five different living and kitchen formulas of IMG, including INHOUSE, Pronto Wonen, Profijt Meubel, Keukendepot, and Superkeukens These formulas offer various comfortable furniture, contemporary kitchens, and accessories, each with their own focus on quality, price, and customer experience. The research focuses on evaluating the customer experience within these five stores.

The setup of the research

During the visits to INHOUSE, Pronto Wonen, Profijt Meubel, Keukendepot, and Superkeukens, the entire customer journey is followed, with a focus on hospitality, sales skills, quality, and knowledge. IMG regularly deploys mystery shoppers, but entrepreneurs also have the option to request additional mystery shoppers themselves. This option is already being used extensively.

When completing the visits, the results are immediately visible on the entrepreneurs' dashboard. This allows entrepreneurs to continuously evaluate whether the customer experience is consistent and aligns with IMG's customer experience strategy.

Detailed feedback for training programs

Hans Matla, Manager of Education & Training at IMG, couldn't wait to get started. "We've seen that Secret View offers versatile and in-depth possibilities, something we weren't used to in our previous mystery shopping program. Secret View will provide us with a much clearer insight into how our customer journeys are experienced. This allows us to help our employees become even better in a very targeted way."

Improving customer experience with mystery shopping as well?

Check out the possibilities, or simply get in touch with us by clicking here!

Do you want to test comfortable furniture or admire the most beautiful kitchens?

View all our assignments for IMG – Internationale Meubel Groep - in your region on the platform.

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