Case Studies
What makes a satisfied customer?

Tote Bookmakers › Using highly trained Mystery Shoppers experienced in sporting events we conduct regular projects to determine the level of customer service offered by the Tote across a wide range of racecourse betting outlets found at each of the UK’s 59 racecourses.

Hoverspeed › Using a ‘panel’ of internet Mystery Shoppers we recently conducted a major evaluation of Hoverspeed’s website and internet sales operation. Our recommendations were used to completely re-design their entire e-commerce operation, as a result a significant increase in web-site conversions was achieved.

Goodwood Festival of Speed / Goodwood Racecourse › Using a small team of Mystery Shoppers trained in service and catering practices we carefully evaluated the quality of food, presentation and staff interaction at over 50 restaurants, shops and information desks operating on the Goodwood Estate during 2005.

ITV › Working with various programme sponsors we conduct monthly telephone research and focus groups to monitor the level of product and service awareness achieved by major UK organisations.

Energywatch › Using telephone research we examined the response of major energy companies to a range of consumer issues. Using scripted and ad-hoc enquiries we created a range of detailed scenarios to monitor suppliers response to difficult issues like disconnection, debt recovery and special needs.