Retail Store Mystery Shopping & Audit Services

Store performance problems that are invisible to management are visible to customers every day. Our retail mystery shopping and audit practice deploys trained evaluators across physical and digital touchpoints, producing objective data that identifies exactly where the customer experience is breaking down.

Our retail store mystery shopping & audit services

Also called secret shopping, research shopping, or mystery consumer research, mystery shopping is a qualitative and quantitative tool allowing an organization to experience its own processes, stores, facilities, products and services from the customers perspective. It is a tool where people observe the experience and the quality of products and/or services while acting like a regular customer. This information is then collated and analyzed to create actionable insights.

Ollen Group mystery shopper consulting services provide measurable performance data through custom designed operational audits that best represent operating standards and designed customer interface points. Ollen Group mystery shopping audit consulting services approach provides a detailed and rigorous measurement process that helps an organization track progress and identify customer gaps and trends. This include but not limited to:

Monitor touchpoints instore and online
Assess designed service sequence
Increase brand management
Provide a 360 views from a customer perspective
Analyze competitor shops
Audit franchise compliance
Audit brand performance through inspection

Ollen Group is one of the leading mystery shopping company consulting in Dubai, UAE, Saudi Arabia and the Middle East & Africa region. Ollen Group capabilities include best mystery shoppers consultant agency services online (digital landscape) and offline (instore).

Case Studies | Design Portfolio

Innovative Snow Resort Feasibility and Design

Created an innovative snow resort for a government in the MENA region, focusing on sustainability and incorporating technology to enhance the guest experience. Our services included market study, comp...

How we help clients

How do you check store presentation and performance?

We help discover whether underlying stores look & feel, experience, and staff are operating as expected, and if the provided products and services are properly placed in the stores and correctly offered to customers.

How do you evaluate staff performance?

We help uncover actionable insights on individual or group staff performance, and evaluate how the staff are living up to the brand promises, managing complaints, and dealing with customers in general.

How do you assess how customers perceive a brand?

We help define how customers experience the brand and the processes they go through to make a purchase, how they think about the brand and whether they perceive the brand to be living up to its promise.

How do you test functionality of internal procedures & SOPs?

We help test whether the implemented internal procedures and standard operating procedures (SOP) are effective and delivering on expectations, and whether they are easy to implement and being used properly.

How do you ensure compliance across stores and platforms?

We help keep track of compliance across different stores, branches, geographies and platforms to ensure consistency of customer experience, staff performance, merchandising, product offerings and brand perception.

How do you discover small problems before escalating?

We help discover proactively little problems before they develop to the point where customers may complain and fix them before they become major difficulties to ensure the business is one step ahead of competition.

How do you analyze the competitive landscape?

We help analyze how a business can improve performance and outcompete rivals in a highly competitive industry, sector or space by testing and identifying areas that need attention and adjustments.

How do you evaluate new products or procedures objectively?

We help organizations assess the performance and gain insights into newly introduced products & implemented procedures to make necessary adjustments to improve value proposition & customer experience.

Case Studies | Design Portfolio

Leading Jewelry Retailer Store Design in UAE

Transformed a jewelry retailer by providing market research, design, and strategy services. Created a unique brand identity, optimized store layout and merchandising, and developed a product portfolio...

Case Studies | Design Portfolio

Leading Jewelry Retailer Store Design in Saudi

Revitalized a leading jewelry retailer's retail environment in Saudi Arabia by providing modern store design services, resulting in an optimized shopping experience, successful international expansion...

Case Studies | Design Portfolio

Home Decor & Accessories Retailer Store Design

Revamped Home Decor & Accessories Retailer's brand and store design with comprehensive design and strategy services. Increased revenue and market share while revitalizing the customer experience to st...

Case Studies | Design Portfolio

Global Home Decor & Accessories Store Design

Transformed small family business into a global competitor. Conducted market research, improved branding, created new selling channels, and designed a new store and ecommerce platform. Developed a mar...

Case Studies | Design Portfolio

Leading Beauty & Fragrance Retailer Store Design

Created an innovative retail environment that merged online and offline platforms, providing a unique and engaging shopping experience. We conducted a market study, defined recommendations, designed p...

Case Studies | Design Portfolio

Luxury Beauty Retailer Store Design in Oman

Revamped shopping experience for a luxury beauty retailer in Oman with a comprehensive strategy and design services. Conducted a market study and created a new brand architecture, uplifted branding, d...

Related Services

We can integrate our research services with other services to help companies develop innovative strategies and make informed decisions and designs.

Retail Store Vision & Concept Creation

Develop the retail design direction of the flagship store considering ambitions and objectives. This includes mood board with evocative images of the space, materials, furniture & lighting, and sketches perspectives of interior and facade.

Retail Store Merchandising & Category Management

Design merchandising & category Management plans with product placement and display considering the designed zoning and circulation plans as well as the visual storyline of every engagement the customer has within the retail store.

Retail Store Design Development

Develop the retail store 3D realistic visual renderings. This includes showcasing fixtures, merchandise, selected material and finishes samples, furniture fittings and equipment drawings and references, branding and interior, among others.

Retail Store Technical Design

Develop the retail store design technical documentation for execution. This includes floor & furniture layout plan, reflected ceiling plan, section & elevations, joinery detailed design, signage, FFnE specifications, and material board, among others.

What we think

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