01
Client context
Sales per store varied widely across the chain, and management suspected service quality was a cause.
02
Business challenge
Store visits by managers were irregular and subjective, and there was no shopper loyalty measure.
03
Research objective & questions
Set up consistent store-level measurement of standards and shopper loyalty, and link the two.
- How consistently do stores meet service and operating standards?
- How likely are shoppers to recommend each store?
- Which parts of the visit drive loyalty?
- Which stores need help first?
04
Methodology & approach
- Mystery shopping
- Monthly visits against a standards checklist.
- Post-visit NPS survey
- Receipt and app invitations after shopping trips.
- Store audits
- Availability, cleanliness and checkout waiting time.
- Store manager workshops
- Sharing results and agreeing action plans.
05
Sample & geography
- ~4 mystery shops per store per quarter
- ~3,000 NPS responses per quarter
- Geography — India (South)
06
Key findings
- Fresh produce quality and checkout waiting time drove NPS most.
- Stores with low staff availability scored lowest on both measures.
- Standards compliance varied more by shift than by store.
- Loyal shoppers noticed and valued staff who knew the range.
07
Business implications
- Prioritise fresh quality and checkout staffing at peak times.
- Train evening shifts on core standards.
- Recognise high-performing stores and staff.
08
Outcome
The chain received store scorecards, an NPS driver map and a quarterly improvement process.
Example engagement — Shows how Hoog approaches this type of question. Not a specific client project. Findings are directional.