The client is a fashion retail chain. The products are sold through retail outlets (majority sales) and online. Our objective was to assess the conversion rate of visitors on websites and post purchase experience and recommend policy changes to improve the overall CSAT score and NPS.
After going through a thorough mystery audit process, involving multiple visits and multiple auditors, we noted a few points. A few of the points are:
Based on the issues noticed, we made recommendations to the client. The client adopted some new measures and focused on training the employees. The second review of a few stores (highlighted in the audit) is pending, delayed due to the COVID 2nd wave.