Client: Fossil
Sector: Retail / Fashion & Accessories
Services Used: Mystery Shopping, Sales Behaviour Tracking, Customer Experience Scoring (NPS)
The Challenge
Fossil wanted to enhance its in-store customer experience and ensure staff were consistently supporting brand values, particularly around sales confidence, product knowledge and proactive customer engagement.
The brand needed structured insight to monitor performance across locations, identify areas for improvement, and support staff development.
Our Solution
Tern implemented a mystery shopping programme focused on key elements of the Fossil in-store experience, including greeting, product recommendation, and closing the sale.
Alongside qualitative feedback, customer satisfaction was tracked using Net Promoter Score (NPS), giving the Fossil team a measurable view of overall experience and advocacy.
Insights were used to inform training initiatives and track the impact of behavioural changes over time.
Results
- Net Promoter Score of 50.95 over a year
- Focus on “asking for the sale” saw a 36% improvement over a quarter