CLIENT
Colin’s is an international clothing retail chain and one of the largest retailers in Ukraine.
TASK
In 2006, we conducted a study on the quality of store staff performance using the “Mystery Shopper” method. The collected data helped the chain’s management develop a plan for further store expansion and service improvement.
RESEARCH
The study was conducted in five cities across Ukraine: Kyiv, Kharkiv, Donetsk, Zaporizhzhia, and Dnipro. In total, we organized 42 mystery shopper visits across 14 stores. Each location was evaluated based on several criteria, including the cleanliness and spaciousness of the sales floor and fitting rooms, customer traffic, staff presence and activity, and the level of assistance provided by consultants.
RESULTS
Based on all the collected data, our researchers compiled a report detailing the strengths and weaknesses of various store locations and the network as a whole. Additionally, we developed recommendations for the management to enhance overall service quality and operational efficiency.
