🧠 CX Insights & Resources

The Challenge

A rapidly expanding fashion retail chain was experiencing declining conversion rates despite strong foot traffic. Customer complaints highlighted inconsistent service quality across different store locations, with particular concerns about staff product knowledge and engagement. Management needed concrete data to identify specific training gaps and implement targeted improvements.

Our Action

ClueCheck deployed a comprehensive 3-month mystery shopping programme across all 12 retail locations:

• Conducted 48 store visits (4 per location) evaluating greeting protocols, product knowledge, upselling techniques, and checkout experience
• Implemented video mystery shopping to capture actual customer interactions for training purposes
• Performed competitive benchmarking against two major high-street competitors
• Delivered detailed location-specific reports highlighting strengths and improvement areas
• Provided actionable training recommendations based on top-performing staff behaviours

The Results

The Challenge

A well-established restaurant group was struggling with inconsistent customer experience across their locations. Online reviews were mixed, with some locations receiving five-star ratings while others consistently underperformed. The management team lacked objective data on service quality, food presentation, cleanliness standards, and adherence to brand protocols. They needed unbiased assessment to identify the root causes of performance gaps.

Our Action

ClueCheck implemented a targeted restaurant mystery dining programme over 12 weeks:

• Arranged 32 mystery dining experiences across all 8 locations during peak and off-peak hours
• Evaluated greeting and seating procedures, menu knowledge, food quality and presentation, timing of service, upselling effectiveness, and bill handling
• Assessed cleanliness of dining areas, restrooms, and visible kitchen areas
• Measured compliance with allergen information protocols and health & safety standards
• Benchmarked against direct competitors in similar price ranges
• Provided photographic evidence of food presentation and facility conditions
• Delivered actionable recommendations for menu training and service flow optimization

The Results

The Challenge

A leading insurance provider was facing declining customer satisfaction scores and increasing complaint volumes. Their internal quality assurance team could only monitor a small percentage of calls, missing critical insights into the actual customer experience. Management needed comprehensive, unbiased evaluation of call handling, agent knowledge, complaint resolution processes, and adherence to compliance requirements. They also wanted to understand how their service compared to industry competitors.

Our Action

ClueCheck designed and executed a comprehensive call centre evaluation programme spanning 10 weeks:

• Conducted 120 mystery calls covering new enquiries, policy changes, claims queries, and complaint scenarios
• Evaluated greeting and identification protocols, active listening skills, problem-solving capability, product knowledge accuracy, and call closing procedures
• Assessed compliance with FCA regulations and data protection requirements
• Measured call handling times, hold times, and transfer frequency
• Tested escalation procedures for complex enquiries and complaints
• Benchmarked against three major competitors for similar insurance products
• Provided call recordings (where legally permissible) for training purposes
• Identified best-practice examples from top-performing agents for replication

The Results