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Mystery Shopping in the UK

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GBW has more than 18 years’ experience in designing and implementing customer service measurement programs for leading international companies. We are the experts in mystery shopping services.

  • Flexibility – our programs are custom made to suit your specific business objectives
  • 400,000 active secret shoppers worldwide
  • World-class mystery shopper quality management systems
  • Business intelligence reporting – customised access to view results in a way that suits you
  • Reporting tools to help you learn, take action and win more loyal customers

We've carried out more than 14 million mystery shops since we started in 1994. All our clients' programs are designed and executed to ISO9001 quality standards. Most importantly, consistent actions to improve performance have been taken by our clients. We would like the opportunity to share our expertise with you. 

To find out how a GBW mystery shopping program can help your business manage customer experience, contact us today.

Retail and brand audit

GBW brand and retail auditing services give you an objective view of what is happening in stores. We can check product availability, pricing, visual brand compliance or promotions across your network.

  • Latest technology used, including tablets
  • Objective measurement by specially trained auditors
  • Real time data capture and uploading
  • Image capture with online viewing
  • Reporting systems for rapid data sharing and actioning

Tracking compliance against standards is essential to managing performance. Many of the world's leading retail brands ask us to help them drive productivity and deliver improved sales. Our field teams execute audit programs every day in all parts of the world. 

To find out how a GBW audit program can meet the retail and brand compliance needs of your business,  contact us today.

Customer surveys

Our new mobile customer satisfaction system – KODO – will help you to find out what your customers feel – immediately after their service experience. Our systems will help you directly access customer feedback via a smart phone or online, and we’ll then give you the means to do something about it.

  • KODO means “heartbeat” in Japanese
  • Gives you the ability to hear what your customers care about
  • Offers rewards for the feedback provided
  • Is flexible, immediate, mobile and secure
  • Can establish a relationship with the customers who want to improve the service, products and promotions in your stores

Capturing your customers' feedback right at the point of their experience, and then learning from what they are telling you, is what KODO is all about. We help our clients improve their customer satisfaction, respond immediately to alerts and significantly reduce complaints. 

 To find out how a GBW customer survey program can provide real customer insights to your business,  contact us today.

Advanced Analytics

Get the most from your results. 

GBW's Analytics and reporting will add significant value to your data. Our Analytics team uses the latest reporting methods to give you meaningful and informative insights.

  • Insights into your customers’ experiences and trends
  • Customised reporting systems and dashboards
  • Detailed and specialised benchmarks and index ratings for your industry
  • Analysis on relative position to competitors
  • Transformation of raw data into useable, configurable, and easily understood reports

Our analytics team takes your data to the next stage of action. Within our clients' results lie insights that can help predict and drive current and future performance. By integrating multiple levels of key business data, we identify the information that can be used to improve performance in the store and in the boardroom. 

To find out how GBW’s advanced analytics can provide actionable insights to your business,  contact us today.