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Demystifying Mystery Shopping
Why organisations use Mystery Shopping, and its role within Customer Experience Measurement research
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Designing a ‘Smarter’ Mystery Shopping Programme
Seven steps to building a successful mystery shopping programme and increasing return on investment.
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Got30: An Ipsos vodcast
Got30 is a vodcast answering some of the questions we get asked by clients about Customer Experience and Channel Performance. We publish new videos every other week.
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Mystery Shopping in the Luxury Industry
In this paper, three highly experienced mystery shopping experts share their knowledge and opinions on different aspects of mystery shopping in the luxury industry and how it is a vital ingredient in a holistic Customer Experience strategy.
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How Food Shopping Habits Are Being Transformed By Tech
Conversational commerce, chat, bots and all that. Technology is changing how we think, work and, not least, shop.
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Putting in the Effort: Why treating customers fairly is key to business success
Measuring customer effort in isolation is not enough. Organisations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.