Retail Experience Improvement – Leading Telecom Operator in India

Background

The requirement was to ensure consistency in quality of services and upkeep of infrastructure for all the retail stores selling telecom products & services for our client

Facts

Mystery shopping program was designed and deployed as the stores were located in a remote area and a mechanism was required to be put in place to ensure every store delivers the quality that the brand promised. The need of the hour was to think differently and bring up smarter ways to ensure the optimal quality which is sustainable in terms of costs, logistics & operations.

Type stores:

  • Large format company owned: 58
  • Small format franchised: 323
  • Multi-brand outlets: 1627

Operational hours:

  • Weekdays: All days
  • Timings: 10 AM to 8 PM

Geographical spread:

  • 44 thousand square kilometres

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