Q1 Sanitair x Secret View
29/6/2022
Bathroom specialist Q1 Sanitair joins up with Secret View for their mystery shopping research! Starting this month, our mystery shoppers are visiting all 17 showrooms on a monthly basis. During the research, they will map not just one but three customer journeys to support Q1's employees at giving their customers the best possible service.
With 17 showrooms in the Netherlands, Q1 Sanitair distinguish themselves from the market by offering the best prices and the best service. With great advice, design, delivery and more, customers are guided through the entire process of purchasing a new bathroom. To increase their insights into the customer experience, Secret View started an extensive mystery shopping research this month.
All showrooms are being visited on a monthly basis by mystery shoppers from each location's catchment area. During the continuous research, three customer journeys, the most-recurring scenarios, are being carried out by mystery shoppers. Raymon Zwarts of Q1 Sanitair elaborates: "We're stoked to start this extensive mystery shopping research. By doing three different cases, we'll get to know exactly how to coach our showrooms. Also, because the dashboard shows the segmented scores per customer journey, we're able to compare easily and act swiftly. This helps us take the mystery shoppers' feedback into practice right away."
The mystery shoppers will show interest in both specific products and full bathrooms for short and long term purchase. The employees will have to change their approach according to the customer's wishes each time.
We look forward to helping Q1 Sanitair with a great research!
Do you want to collect real customer insights and improve your customer experience like Albert Heijn?
Secret View does mystery shopping research in most European countries and in multiple other countries. Discover the possibilities for large organizations and small businesses or just contact us!
For mystery shoppers:
Want to become a mystery shopper and do great assignments like these in your area? Register here.
