Iris Galerie x Secret View
7/3/2024
We are very happy that Iris Galerie has an eye on us! We are going to conduct mystery shopping research for these eye artists. The concept offers a unique experience: Capturing the eye with technology that combines photography with high quality prints. Iris Galerie not only wants to deliver a beautiful artwork, but also a special experience, and that’s where we come in.
Continuous improvement with customer feedback
The collaboration started with a pilot. Our mystery shoppers visited four locations in the Netherlands and followed the entire customer journey. The mystery shoppers asked for advice on how to make an iris photo and had their own iris captured.
After completing the assignment, they gave feedback on their overall experience, the photo taking, the atmosphere, the staff and the service. The results were quickly shared internally with the store managers, who got to work with them. The pilot was also very well received by our community, so we are happy to continue with a further collaboration.
Iris Galerie has 135 branches in Europe, of which 8 are in the Netherlands. The Dutch division is expanding rapidly: the ninth location will open in Groningen at the end of March, and in 2024 more locations will be added in the Netherlands and Flanders. With mystery shopping research, Iris Galerie monitors and improves the customer experience continuously, and increases the loyalty and satisfaction of their customers.
From research to action
Commercial director Fleur Ceulemans makes a lot of use of the results from the customer experience research: ‘‘After I read about Secret View, I was immediately impressed by the simple and effective way to collect feedback from customers from your own target group. That was confirmed by my colleague who came back full of enthusiasm from the annual Secret View Client Day. The research method of Secret View fits our vision and approach, because it enables us to continuously optimize our customer experience and learn from real experiences.’’
‘‘I use the insights I get to coach and train my teams in a structured way. I can also analyze, compare and filter the results of each location to see what is going well and what can be improved. We want to get to know our customers better, so that we can help them even better during a visit to one of our stores. With this research we make that possible.’’
Do you want to discover how customers experience your service with mystery shopping?
Discover the possibilities for your organization, or just contact us
Do you also want to have an artwork of your own eye on the wall?
Check out all our assignments for Iris Galerie in your region on the platform. Do you want to become a mystery shopper? Register here.
