Retail Sales Measurements

P.O.P. Effectiveness Tests

Annual Retail Census

In-Store Observations

Customer Experience Programs

“Customer Experience” is a controlled research process used to collect primary data at the retail level. It is an objective, factual measurement process that documents the actual shopping experience and retail environment according to specific guidelines. “Customer Experience” can be a measure of operational performance for retailers or how retailers and their personnel treat your product.

GfK Audits & Surveys has conducted millions of individual visits to assess the Customer Experience. We recently completed a program of over 200,000 individual field visits, providing in-depth results and analyses for our client in less than six weeks.

GfK Audits & Surveys takes our experience performing millions of mystery shops and overlays it with the high-tech power of the Internet.

Our Customer Experience Programs can show you what your customers are experiencing so you can:

Evaluate how retailers merchandise and sell your product
Monitor the success of initiatives and programs
Optimize the quality and success of the sales process
Improve customer service and increase satisfaction and loyalty
Check implementation of operations standards

Every Program is Custom Designed

Every Customer Experience program that GfK Audits & Surveys has implemented has been structured to meet the diverse and unique needs of each of our many valued clients. There is no forced model, no forced approach. Everything is custom designed for you, our client.

...and for Consumer Electronics Marketers

We can now offer marketers of Consumer Electronics a cost-efficient syndicated Customer Experience Program conducted four times per year. Receive in-depth market level and key account measurements that are customized to your category and brand with the cost benefits of a multi-client study.

The GfK Audits & Surveys Commitment to Quality

We are committed to providing the highest quality standards in the industry, a commitment to quality that has been recognized time and again by our clients. Our well-trained, well-supervised, highly motivated staff, our ability to provide quick turnaround, our state-of-the art technology and stringent quality control procedures, continues to set GfK Audits & Surveys apart from our competitors.

GfK Audits & Surveys Field Network

We maintain an in-house staff of Field Control Personnel that manage and train the field staff. We have complete coverage throughout the U.S. and Canada and it is our belief that our field network is the most qualified staff in the United States.

Internet Enabled Field Force

We have built and maintained proprietary on-line field training, control and reporting system. This allows us to optimize our efficiency and implement quality control procedures while our Field Control staff maintains personal contact and taps into the in-depth knowledge of our local-market field personnel – in both planning and executing your program.

Reporting Capabilities

GfK Audits & Surveys provides and transmits Customer Experience results in any format and by any means that our clients want. However, we have a state-of-the-art data delivery system which can incorporate simple single site reports or combine our results with data from varied and multiple other sources (e.g., customer satisfaction ratings, customer complaints, employee satisfaction data, site image inspections, internal financials, etc.) to maximize the value of these findings. Our data are not just reported, but analyzed for our clients by professionals who know and understand the realities of the in-store environment.

Example I - Prominence of Brand X Display and Point-of-Sale Material

All stores provided Brand X with the same amount of space as other brands
Retailer A prominently displayed the Brand X logo more than competitive stores
Brand X point-of-sale materials were present more often in Retailer A than in competitors

Example II - Discounted Store‘s Selling Price

While all Retailer A stores discounted Brand X, their average % discount was 20% compared to a 23% discount by competitive stores
Of the competitive stores discounting Brand X, 1/3rd of the stores had a higher % discount than Retailer A

Example III – Product X Brand Recommendations by Salesperson

Related Products and Services

Depending on your specific needs, GfK Audits & Surveys offers a variety of services in addition to Customer Experience Programs, from qualitative studies to the development of models that help determine the impact of product and service improvements on a company’s market share and profits.