Mystery shopping reinvented

Store Experience Feedback

Understand and improve every facet of your store experience, while simultaneously generating in-store traffic, cultivating loyalty, and driving sales.

A Unique Innovative Solution for Measuring the Entire Store Experience.

Build an innovative feedback program that drives real-life customers into your store network, uncovers critical post-purchase and non-buyer insight while also capturing traditional metrics like NPS and CSAT - across every interaction type (BOPIS, curbside, associate performance, in-store returns, etc.).

Consolidate your technology vendors by capturing, analyzing and sharing all your store experience feedback from a single enterprise-grade platform.

Store Experience Feedback customers receive an average 5-10x more “mission”-driven customer feedback submissions than other mystery shopping programs

PowerReviews Store Experience Feedback: Mystery Shopping Reinvented

Invite real-life customers on in-store “missions” - specific assignments of your choosing, be this a typical browse and buy in-store interaction, BOPIS/Curbside/in-store return transaction or whatever process or experience you want to optimize. As part of the process, incentivize your customers to complete surveys with coupons or other benefits.

Because these individuals are invested in your brand, they not only have the context to provide you with the most insightful feedback possible but they also want to help you improve. And - what’s more - they will more than likely make a purchase when on a mission.

So not only does PowerReviews Store Experience deliver the most insightful and actionable feedback possible, it also drives revenue.

Customers who participate in “missions” on average double their basket size when they next visit the same store
Reinventing the Store Experience
The definitive guide to reopening your retail locations in the midst of COVID-19.
50% of customers who complete a PowerReviews Store Experience Feedback “mission” also make a purchase, even though it’s not required.
Store Experience Feedback at Scale

Because our methodology leverages your entire customer base, it enables you to project your program across geographies, territories and use cases in a cost-effective manner. Measure holistically, compare different parts of your entire operation or isolate to specific problem locations.

You do not pay people to complete our “missions”. By leveraging your existing customer base, you tap into a community that is invested in your brand and motivated to help you improve. In contrast to traditional mystery shopping, every customer who participates will make you money rather than cost you.
Capture feedback about store layout, store cleanliness, interaction with associates, product findability, checkout experience, parking lot condition and whatever else you want to know about the in-store experience.
Interactions that blend in-store and digital channels are a must in today’s omnichannel world. Our store experience feedback program enables you to fully understand the effectiveness of your BOPIS, curbside, in-store pick up, store delivery and return processes by selectively engaging customers who routinely use these services.
There are numerous ways to capture feedback from customers who visit your stores and make a purchase. Reaching non-buyers is much harder but also way more valuable (how else are you going to be able to turn them into buyers?). Due to our unique methodology, PowerReviews Store Experience captures significant volumes of insight from this group. Fully understand non-buyer behavior and make appropriate adjustments.
Solicit both subjective and objective feedback across stores. In other words, combine fact-based questions (e.g. “were you met by an associate with two minutes of entering?”) with opinion-based questions (“what made you happy about your visit”?) to get the best of both worlds. Dig deeper to understand not just what is happening in the store, but also what behaviors actually impact customer sentiment.
Strengthen customer relationships

Consumers love our store experience feedback program. In fact, 99% of those asked to participate opt in for future missions. That’s because they make customers feel valued and heard, which creates a happy and engaged two-way relationship that strengthens brand advocacy.

Repeat customers typically have a deep, emotional attachment to your brand. Strengthen your relationships with these critical brand advocates by leveraging them as an extension of your own team through invitations to participate in exclusive research opportunities.
Maximize loyalty by becoming truly customer led. Uncover key insights from this critical group and adjust your future strategic direction accordingly.
By encouraging participation with loyalty-based incentives (e.g. discounts and coupons), missions create an even stronger customer attachment. Because they are structured in this way, you also end up increasing traffic and sales while reducing cost-per-mission.
99% of consumers asked to by a retailer to participate in a Store Experience Feedback “mission” also opt in to further missions
Consumers completing a PowerReviews “mission” at a quick-serve restaurant make a purchase 100% of the time.
Technology-enabled innovation

Run your entire store experience program from our powerful technology platform.

PowerReviews Store Experience allows you to target the appropriate audience from within your existing customer base to get feedback on experiences that matter most to them.
PowerReviews Store Experience Feedback is a mobile-first solution. This means customers are intended to provide their feedback while in the store or immediately after their visit when it’s fresh of mind – all while making the process easy and seamless for your customers direct from their phones. No entering a long and hard-to-type url from a receipt.
Take advantage of real-time notifications to let your field team know when to course correct or celebrate great experiences.
Dig deep into the data to understand the actionable issues impacting your store experience. Clearly understand what’s working and what isn’t working across your entire network and why. Isolate and identify problems and opportunities and then prioritize action accordingly.
Consolidate your technology vendors by capturing, analyzing and sharing all your store experience feedback (i.e. all post-transaction, non-buyer and mission-driven survey data) from a single enterprise-grade platform.
Capture standard store experience feedback measures

While we pride ourselves on our innovative store experience measurement methodology, we also enable you to use our technology to capture more traditional feedback types – meaning you continue to collect metrics your organization is accustomed to as part of a holistic program. It also means you communicate performance in established terms that your executives understand.

Our technology includes sophisticated survey functionality, meaning it’s fully equipped to deliver more standard, post-purchase feedback requests to your customers. Augment your store experience feedback program with this established methodology.
Our technology fully supports reporting against traditional measures and metrics that are likely to be familiar internally and may be embedded with your existing executives.
Arm leaders across your business with the insights they need to drive impactful decisions and action. Tailor reports to preferred metrics, and leverage our technology to distribute this intelligence in a precise, targeted manner.
Journey IQ Customer Experience
Testimonials

Don’t just take our word for it. Hear from those who benefit from our platform every day.

Sur La Table

We've used [PowerReviews Store Experience] to create a tailored mission that will help ensure we're measuring the behaviors that we've worked hard to train our team on. Sur La Table has high standards for how we treat our guests, and this program gives us visibility into our effectiveness and lets us know where we're exceeding expectations and where we might need to improve. The ROI has been clear, and our guests have given us great feedback on the program.

Stephanie Winkler-Hadley, Director Store Operations, Sur La Table
honeygrow

Mystery shopping has always been an important way for us to measure operational performance; however, the traditional model has a number of frustrating limitations. [PowerReviews Store Experience] addresses all of these limitations in a really innovative way. We get more holistic insights at a scale that was never possible before.

Kyle Brown, Director of Operations, honeygrow

Reinventing the Store Experience

The guide to reopening your retail locations in the midst of COVID-19.

Read the Guide

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