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The Latest

News

Realise Quarterly News Issue - #10 September 2014

Welcome to the latest issue of Realise Quarterly News.

We say it every year, but the year has flown and Christmas is just around the corner. By now, most retailers have their plans for Christmas well and truly mapped out – stock ordered, promotions planned, rosters prepared. By the time we actually sit down for turkey on December 25th, it feels like Christmas has been going on for months!

We would encourage you to think now about how you are going to ensure that you are ready for this peak trading period. Don’t leave it too late to find out that promotional stock or supporting point of sale material is not in store or being displayed incorrectly, or that your staff aren’t informed about key aspects of the promotion. Getting through the Christmas trading period is not just about surviving the rush and maxing out sales. You are more likely at this time than any other to have brand new customers through your doors – people who don’t normally shop with you. This is a huge opportunity to give these customers a ‘wow’ experience and show them you are worth a regular visit.

Whether it’s Mystery Shoppers providing you and your staff an objective assessment of how you are delivering on your brand’s promise, or Field Agents providing you a snapshot of how your displays and stock-levels are looking, or regular customers providing you with feedback about your service levels – now is the time to talk to us about getting these things in place to ensure you make the most of this Christmas season.

Happy reading,

(read more)....
 

Posted 30 September 2014 by Vivienne Bethune0comment

Research Study

Hardware Retailer Competitor Benchmarking Study 2014

In July/August 2014 The Realise Group conducted a study designed to compare the customer experience at four different hardware retailers. The key objective was to benchmark each of the brands against each other and determine which aspects of the in-store experiences drive customer satisfaction and advocacy. Over a two week period, a total of 80 customers who had visited their choice of either Bunnings, Masters Home Improvement, Home Hardware or Mitre 10 were asked to complete a survey following their visit.

Customers were asked:

- Their overall satisfaction with the visit
- How likely they would be to recommend the store to friends or family (NPS)
- Which retailer they believed offered the best value for money
- The main reason for their visit
- What they purchased on their visit
- Their reason for purchase
- Retailer preference for hardware products
- Their considerations when selecting a hardware store
- To rate the speed of service
- To rate the value for money
- To rate the staff friendliness
- To rate the appeal of the store


Key Insights

Three of the four variables tested were found to hold the highest probability of predicting Customer Satisfaction and Likelihood to Recommend scores (ie, 90% or greater). They were:
- Store Appeal
- Staff Friendliness
- Value for Money

Customer Satisfaction and Value for Money were significant predictors of high likelihood to recommend scores, ie, 90% or above.

For more information on this study please contact Kate Gorman, Business Development Manager, The Realise Group (03) 9687 2360.

 

 


 

Posted 24 September 2014 by Vivienne Bethune0comment

Research Study

Fast Food Retailer Competitor Benchmarking Study 2014

In March/April 2014 The Realise Group conducted a study designed to compare the customer experience at six different fast-food retailers. The key objective was to benchmark each of the brands against each other and determine what in-store experiences drive customer satisfaction and advocacy.
Over a three week period, 180 customers who had visited one of six key fast food brands were asked to complete a survey following their visit. The brands included Red Rooster, Subway, Hungry Jacks, McDonalds, Nandos & KFC.


Customers were asked:

- The main reason they selected the brand for lunch/dinner
- Were there any additional products purchased and why
- Did they get what they ordered
- Did the team member mention any promotion, and what did they upsell
- What is most important when buying fast food
- What is their favourite brand of fast food
- Which brand they believed offered the best value for money
- How appealing they found the store
- To rate the speed of service
- To rate the friendliness of staff
- To rate the quality of food
- To rate the overall satisfaction with their visit
- How likely they would be to recommend that store to family/friends


Key Insights

Four potential variables were measured to determine what most influenced customer satisfaction and likelihood to recommend. The four variables were:

1. Store Appeal
2. Speed of Service
3. Staff Friendliness
4. Food Quality

Store Appeal, Speed of Service and Food Quality were all found to be significant predictors of ‘high’ customer satisfaction (scores higher than 90% or above). Food quality and ‘high’ customer satisfaction were significant predictors of high likelihood to recommend scores ie: 90% or greater. There is also an 85% probability that customers who are highly satisfied, are also highly likely to recommend.

For more information on this study, please contact Kate Gorman, Business Development Manager, The Realise Group (03) 9687 2360.
 

Posted 24 September 2014 by Vivienne Bethune0comment

Our Clients Say...

"From a global perspective our company rated it as outstanding and one of the best Mystery Shopping programs we have seen. From our experience with The Realise Group, we would have no hesitation in recommending them as your Mystery Shopping Company."

Estee Lauder

"The mystery shopping program has been very well received in our organisation and has been a central part of an overall performance improvement program at Red Rooster. I would not hesitate to recommend The Realise Group as a mystery shopping supplier."

Red Rooster

"The Realise Group are responsive and always available. They are quick and helpful with queries, creating new reports, and helping us to ensure all data is correct. They understand our business and are great at anticipating our needs."

Foodco Group

"We have been very happy with the level of service provided to us, the responsiveness of the Group to our requests and the manner in which they conduct business. The quality of the staff conducting the surveys and the reports themselves has seen this program grow to be an important and valuable part of our annual Centre program."

Chadstone Shopping Centre

"The Realise Group provide flexible and comprehensive reporting and quick turnaround of results. Furthermore, they are reliable and easy to deal with and have a “make it happen” service approach that allows us to react quickly to changing needs."

7 Eleven

"Everything is managed professionally and efficiently, and no request is too much trouble. They have also used their expertise to recommend changes to the programs which have been very well received by the network."

Tatts Pokies

"After working with several mystery shopping companies, Michael Hill partnered with The Realise Group in 2008. Specialising in behavioural identification and interpretation, The Realise Group have successfully assisted us to make definitive changes in our service delivery. The data gathered by The Realise Group's field based analysts directly correlates to our core KPI's and is utilised by both senior and frontline management to effect positive behavioural change on the sales floor."

Michael Hill