RISE stands for Retail In Store Experience, and it’s a completely new way of measuring how customers feel when they visit our stores.
It’s a brand-new mystery shop program where we’ll no longer be using video, but you’ll gain access to lots and lots of insights that come out of the visit, including all of the verbatim and all the scoring. Stores can expect multiple visits per month, covering difference scenarios, and we’ll have additional support and visits for our Hypercare stores too.
There are a range of 20 questions, designed to give you a more rounded understanding of the whole customer experience that your store is providing.
RISE questions
We’ll be looking at things like:
- Store Environment – was the store clean and tidy. Was there comfortable seating and was the music at an acceptable level. Was there someone in control of the shop floor (does not have to be a Leader) and was there a good mood in the store.
- Magic Moments and Mood Hoovers – was anything witnessed that either elevated or diminished the in-store experience. Includes detailed verbatim.
- Hello and Goodbye – key interactions that really influence how customers feel about a visit and how memorable it was.
- Your Guide – questions to determine the performance of individual guides.
- Final reflections – how personal and enjoyable the experience was, and the level of trust the customer has in the next steps.
There will also be pre and post visit sentiment scores as well as demographic data and non scoring insights. The target is 85%.