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MYSTERY SHOPPING |
Mystery Shoppers |
Customer Insight Newsletter
June '09
Welcome to our newsletter!
This issue we’ve taken an interest in the various aspects that make up a consumer’s perception of value. We ask Seasalt, an exciting family-owned fashion retailer from Cornwall, how they’re doing in the ‘Great Recession’ and ask whether their customers are caring less about Seasalt’s emphasis on ethics.
We believe that service is as important as price in the customer’s perception of value. Other factors continue to matter: the quality of the product, the atmosphere of the store, the ethics and values the company projects. A product that is cheap isn’t necessarily ‘good value’.
With that in mind we have a look at a few other aspects of service. Beauty, as we all know, is in the eye of the beholder, but recent research suggests that attractive sales assistants increase overall customer satisfaction.
We also take a survey of Hospitality Assured and universities, as universities move to try and capitalize on summer conferences.
Click on the links below to view the full story; alternatively you can e-mail the team at csm@insightretail.com to put your name on our mailing list and receive each forthcoming issue direct to your inbox!
Click here for a PDF version of the Newsletter
We recently caught up with Seasalt, one of the many exciting companies we work with, to see how retail’s faring for them... more
'The best thing is to look natural; to look natural takes make-up'
The great American film critic Richard Corliss once said that ‘no star is a heroine to her makeup artist’. The same is true for brands...more
Beauty's in the eye of the beholder, and the wallet's in their hand
Recent research in the Journal of Retailing and Customer Services suggests that physical attractiveness of a customer-facing employee does have an impact on customer satisfaction... more
Hospitality Assured is the Institute of Hospitality’s scheme to mark out certain levels of quality in caterers. In particular, it’s become useful for universities to signify a seriousness about catering... more
The Office for National Statistics has changed the way it measures retail sales. The previous system was regularly criticised. With the new method, known as ‘chain-linking’, the estimates of sales values will be revised downwards... more
Seasalt, Seasalt, Cleaning the Seashore
In today’s market we are all willing to shop around for the best deal. What matters is not what is cheapest, but what delivers the best value.... more
