Case study
Consumer Experience Audit for a Leading Food Brand
Oh so stoned is the first of its kind of glacial stone parlors where real desserts are fused with the ice creams to get the taste of the real deal! The objective of this activity was to check the selling skills and performance of the franchises for Oh so stoned outlets.
Every customer checkpoint is trained and audited monthly to improve overall customer service index.
Step through how the project ran, from brief to result.
What the brand wanted to know
Oh so stoned is the first of its kind of glacial stone parlors where real desserts are fused with the ice creams to get the taste of the real deal! The objective of this activity was to check the selling skills and performance of the franchises for Oh so stoned outlets. The staff was being audited on the lines of their selling skills and product knowledge. The motive was to understand whether the staff is compatible enough to understand all customer queries and stand by the brand reputation.
How FloorWalk ran the audits
What was checked
The approach adopted to successfully deliver the scope of work was as under: Entrance, Outlet Ambience, Ordering Process, Staff Analysis, Speed of Service, Service Quality, Hygiene and Cleanliness, Food quality analysis, Billing and Checkout. All the major norms set by the brand were checked during the audit process.
The challenges we faced were: The project consisted visits at Individual outlets and Food courts at Mall. As compare to Individual outlets, it was difficult to evaluate Food courts at mall on specific parameters. Example: Parking space availability.
What changed on the ground
In the first month: In certain stores the staff energy level and cleanliness was a major problem and to address that the staff was given formal training on the outcomes of mystery audit reports.
In the second month: More intense scenarios were created and staff situation handling skills were tested. Cleanliness also improved. The stores were audited on a monthly basis at individual outlets and food courts at mall.
What the Oh So Stoned team could do with FloorWalk's platform and reports.
Through FloorWalk’s platform, the client could effectively track which branches have not followed process compliances, the branches that had integrity issues and the branches which had customer service issues.
Reports are segregated according to the cities, states & regions. They can further be drilled down to area wise reporting to reward area / city managers. The reports were also used to decide incentives for further members of the hierarchy.
All the reports are attached with audio / video proofs to further present a concrete plan on the compliance checks. These proofs were further used to incentivise / let off staff and management.
Mystery shopping being a continuous activity for any brand, the clients are given a chance to track audits real time and see which stores are auditing at what time & dates to further keep an eye on the store.
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How other brands used FloorWalk audits to change what happens on the ground.
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