Client: Majestic Wine
Sector: Retail / Specialist Drinks Retailer
Services Used: Mystery Shopping, Reporting & Insight Dashboard
The Challenge
Majestic Wine wanted to ensure that its in-store customer experience reflected its brand values: expert advice, personal service and a welcoming atmosphere. With stores across the UK, they needed a way to measure and maintain consistency while recognising great service.
Our Solution
Tern designed a tailored mystery shopping programme that focused on the key aspects of Majestic’s in-store experience, from initial greeting and assistance, through to wine recommendations and closing the sale.
Each store receives regular mystery shopper visits, with feedback delivered via Tern’s online dashboard. The insight helps Majestic recognise strong performers, identify coaching opportunities, and monitor trends over time.
Results
- Programme has been running for over 10 years
- Customer Satisfaction at 100% for 6 consecutive months