Case Studies

Introduction - Mystery diner experience This case study of a mystery diner experience is on one of the café franchises of a multinational coffeehouse-style café chain.  This café chain has been around for over 30 years, and they have café ...

The Client - This case study is on a full-service printing franchise organization with numerous franchises throughout the country. The organization looks to provide exceptional customer service to their customers.  Conducting mystery shopping visits to ensure that this excellent customer ...

The Client - This case study is on an air conditioning franchise organization.  This reputable air conditioning franchise has been around for several years, and they have many franchisees all around the country. The organization values and works very hard ...

The Client - This case study is on a car dealership group who has numerous dealerships for new and used cars. This dealership group has been around for a very long time and they are very big on providing their ...

Pharmacies Undercover Customer Visits Preview 8 pharmacies around Perth were anonymously visited to identify the nature of customer service given, the selling skills and product knowledge the staff displayed and the experience that the customer had. In this case study, ...

Fitness Training Studio Competitor Analysis Introduction A competitor analysis was conducted for a fitness training studio who conducted personal training and programs for over 40-year-olds. Challenge The challenge was that they: did not know what their competitors were doing, wanted ...

Jewellery Stores Undercover Customer Visits Preview 7 jewellery stores around Perth were anonymously visited to identify the nature of customer service given, the selling skills, product knowledge the staff displayed and the experience that the customer received. In this case ...

Introduction A competitor price analysis was conducted for an IT Management service and was carried out on two different scenarios resulting in two types of charges: 1) home clients and small businesses who had 1-3 computers and were looking for ...

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