Retail Active blog
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02 September 2010 01:11
 By Lesley Foottit The shape of the glass people drink from can cause them to pour and consumer more than they think, according to a new report. Business intelligence and mystery shopping company Retail Active found that drinkers poured up to 80% more into a short wide glass than a tall slender one, although both held the same volume. A study by leading Oxford University psychologist Professor Charles Spence found that people drink 88% more when consuming drinks from short wide glasses. In the study even veteran bartenders poured 26% more alcohol into tumblers than highball glasses. He explained the results as the “vertical-horizontal illusion” in which people focus on heights rather than widths and over-estimate the vertical. Spence also found that people’s perception and enjoyment of cocktails is affected by the shape of serving glasses. For example, Martini should be served in a flat glass. Retail Active managing director Julian Chamberlain said it is of particular interest to those who offer self Read More
13 August 2010 02:18
 A Europe-wide survey says it now takes twice as long to reach the front of a queue as it did in 2008. Researchers in 24 countries were asked to join queues in a wide range of businesses and services, including banks, grocery stores, travel ticket offices and fast food outlets. They reported back on the time taken to reach the front of the queue and the response they got from the member of staff. Only half of staff could manage a smile when they got there. The survey was organised by the European branch of the Mystery Shopping Providers Association and resulted in 2000 completed queue report forms – making it the largest survey of its kind. Comparisons with previous surveys show that, on average, it takes just over ten minutes to reach the front of a queue – twice the time taken in 2008. It is believed this could indicate changes due to the recession could be having a real impact on customer service. Julian Read More
02 August 2010 01:13
 Buying online is almost like having a secret affair, with more than half of buyers keeping their purchases secret from their partners, new research has revealed.A survey carried out by retail intelligence analysts and mystery shopping company Retail Active found over the last six months 58% of buyers deliberately kept their online buys secret. The company, which offers mystery shopping and brand auditing services to businesses, surveyed 3,500 people last week. It found 40% of online buyers spent their money on personal indulgences. Out of those who admitted making secret purchases, 78% were from the 35 to 41 age group. Just over half, 57%, of the group were women, while 47% of the total people surveyed were married. Retail Active said secret buyers tended to go for smaller items which easily fit through the letter box without having to be signed for or left with neighbours. Retail Active’s managing director, Julian Chamberlain said: "our findings show that buying online is something people largely do in private - Read More
28 July 2010 03:39
 Austerity may be making us count the pounds and pennies – but now there’s a way to shop at premium brand stores - and get paid for it.And you could even take a luxury holiday, a weekend break or eat at top restaurants – free. The market-leading mystery shopping research company, Oxford-based, Retail Active is looking for more people to become Mystery Shoppers. Mystery Shopping is popular with retailers and businesses seeking to improve their services. It is the ideal opportunity for people who love shopping to take on paid assignments as incognito customers. Retail Active director, Julian Chamberlain said: “Just imagine – you can have a day out at the shops or at top restaurants – and actually get paid for it. “We are looking for honest, reliable people who will act like regular shoppers – but will assess a store or a company’s performance and then produce a report. “There’s nothing cloak and dagger about it. You just shop without drawing attention to yourself and make a Read More
23 June 2010 01:19
 It costs businesses five times more to win a new customer as it does to keep existing ones – according to a study by mystery shopping and retail intelligence analysts, Retail Active. And repeat customers typically spend a third more than new ones. Retail Active’s managing director, Julian Chamberlain, says: “It proves beyond doubt the value of holding on to your existing customers – especially in challenging trading conditions. “To do that – you have got to keep them happy and offer them better customer service than your rivals. “Maintaining high levels of customer service has never been more important. “Repeat customers are the heart of every business and are far more profitable than new ones. They have a better understanding of the brand’s value, plus they are easier to find and communicate with.” Retail Active is Britain’s leading mystery shopping company, sending out thousands of undercover agents each year to monitor customer service standards in a wide variety of nationally-known companies. Although it can be vital Read More
11 June 2010 02:36
California-based pizza maker zpizza understands the importance of repeat custom to its business, having recently run an integrated direct marketing campaign combining mail, e-mail and mobile to entice consumers to join its ‘ztribe’ loyalty club. The chain - which is known for making gourmet pizza with unique toppings – is hoping to build the club with the long-term goal of doing more business with its members in the future. Zpizza particularly wanted to increase the number of ‘heavy users’ – customers who spend over $50 a month and order at least twice - at each of their stores across the US. The aim of the campaign was to identify local people and entice them to join the loyalty scheme. The zpizza campaign consisted of pizza themed scratch cards that were mailed to up to 3,000 people in the local area surrounding each store. Recipients could then text in their winning code revealed on the scratch card along with their email address to claim whichever prize they had won. There was an assortment of prizes, of which the majority were free coupons; however prizes up to $5000 were possible. The result of the campaign was a resounding Read More
24 May 2010 09:38
Almost nine out of ten Britons who spent a holiday-at-home “staycation” last year would choose to do the same again – according to new research.The staycation became a popular choice for holidaymakers in 2009 thanks to the recession and the tumbling value of the pound against the Euro. This year it’s the threat of a travel disruption from the volcanic ash cloud and airline strikes, which may be influencing vacation decisions. According to a survey by the mystery shopping and business intelligence specialists, Retail Active, most Brits were quite happy with their UK holiday, despite the washout weather and wouldn’t hesitate to stay at home this year. It says a third of those questioned have already booked a British holiday and another third hadn’t made their minds up yet about where to spend the summer.Only 26 per cent plan to go abroad. Eighty five per cent of the 2000 people polled said they had taken their main holiday in the UK last year and 88 Read More
05 May 2010 01:32
 Eight out of ten people would not willingly go back to companies which hit them with hidden charges, according to a new survey.And there’s a warning that hidden charges are sparking an angry consumer backlash, which could soon start to cost offending companies business. Budget airlines were named as the worst culprits for ripping off customers with hidden charges – according to a survey by the mystery shopping company and business intelligence analysts, Retail Active. A catalogue of complaints from customers includes a traveller being forced to buy a new full fare ticket after getting the names wrong on the booking form. The survey, which polled 2000 people, says customers are fed up with being hit by an increasing number of hidden charges in a wide range of sectors including in the leisure, holiday, entertainment, travel and on-line retail sectors. Customers are demanding action to force companies to come clean about their real costs. Ryanair and Easyjet were named as the worst offenders for bumping up advertised budget Read More
29 April 2010 05:10
 Retailers are increasingly turning to mystery shopping to give them a commercial advantage over their competitors. Tough market conditions world-wide mean retailers are having to fight for every pound – and the standard of customer service is a vital ingredient in winning and holding on to business. Mystery shoppers give businesses essential feedback on the performance of their staff and collect other important market related information. Julian Chamberlain, the managing director of the Britains’ leading Mystery Shopping company, Retail Active, says there has been a dramatic increase in approaches from national and international brands looking for help in improving their levels of customer service. Julian Chamberlain said: “More and more companies are turning to Retail Active for advice on how to improve their customer advocacy. Clearly, the importance of customer service has an increased relevance in the current market and big household names are taking it very seriously indeed. “Good customer service can hold the key to a company’s success or even survival in these trying times. “Our Read More
13 April 2010 12:22
Britain’s “Undercover army” of Mystery Shoppers is being targeted by fraudsters, who are trying to cash in on this increasingly popular part-time activity. Thousands of people, who want to earn valuable extra income by monitoring customer service standards in retail businesses and public organisations across the country, risk falling prey to a series of scams by bogus companies. The internet-based tricksters ask would-be mystery shoppers to carry out assignments and then demand an “advance fee” or a registration charge. The advance fee scam promises to fund the undercover assignment in advance, with a money order which comes to more than the cost of carrying out the work. The shopper is then asked to send the surplus money back to the company – only to discover the money order isn’t valid. Other scams involve an up-front registration fee. Potential victims are targeted by huge volumes of unsolicited emails on random lists. The fraudsters have angered genuine Mystery Shopping companies, like Oxford-based Retail Active, which has a wide variety of clients in the Automotive, Food and Drink, Government, Hotels, Leisure, Retail and Travel sectors. The company gets dozens of calls a week from people worried that Read More
07 April 2010 04:00
 Ten to fourteen year olds will munch their way through an average of more than of two and a half kilos of chocolate each over the Easter Holiday, taking in nearly 13000 calories and 650 grams of fat – according to new research.The survey, by the mystery shopping and business intelligence specialists, Retail Active, says a typical 200gm Easter egg has 990 calories and 50 grams of fat – and youngsters eat an average of 13 of them – many in a chocolate-fuelled orgy first thing on Easter Sunday. Retail Active’s managing director, Julian Chamberlain said: “We polled a sample of 2000 people and discovered that youngsters can receive as many as 13 Easter eggs each. Families with two adults in their forties and two children under 14 could have an amazing cumulative total of 30 Easter eggs in the household over the holiday. “Seventy seven per cent of adults allow their children to tuck into their Easter egg binge first thing on Easter morning – before having any Read More
16 March 2010 02:53
 FORGET flashy presents and glamorous gifts. All mums really want on Mother's Day is a hug, a survey has found.According to the poll, carried out by mystery shopping company Retail Active, nine out of ten mothers said all they wanted was a good old-fashioned hug. Second favourite was a card, with eight out of ten getting one on the day. And for mothers with young children, a home-made card rated more highly than a bought one. The poll found flowers were the top gift to mums on their special day, with 42 per cent of men and 36 per cent of women planning to give flowers today. The average amount spent on Mother's Day gifts is £14.85 according to the survey, with sons being more generous than daughters. Glaswegians came out as the least extravagant, while Essex mums were the most spoilt with an average of £22.35 being spent on them. Men were found to be twice as likely to take their mother out to lunch than Read More
14 March 2010 02:45
 You may have bought an extravagant gift for your mother today, but all she really wants is a big cuddle.According to a poll, nine in ten say a simple hug will make their Mother’s Day. Second favourite to keep her sweet is a card – with those home-made by young children being the best. The survey of 2,000 people found that, overall, sons are more generous than daughters when it comes to gifts. Men spend more on their mothers than they do on their lovers for Valentine’s Day. They are also twice as likely to take their mother out to lunch than women. Flowers were the top gift to mothers, with 42 per cent of men and 36 per cent of women giving bouquets. The average amount spent on presents was £14.85. Glaswegians were the least extravagant, while Essex mothers were the most spoilt with an average of £22.35 spent on them. Those polled by mystery shopping firm Retail Active named actress Joanna Lumley as Britain’s most ideal Read More
24 February 2010 10:53
 The banana is the nation’s favourite throwaway food – and young single men have been identified as the biggest culprits for food wastage – according to a new survey.Fruit, salad and veg are the most wasted items with the banana skidding into top place – closely followed by fresh milk. And single men, aged between 25 and 35, living in cities, waste food worth an average of £17.43 a month. People living in cities generally wasted the most food.  The poll, by Britain’s leading business intelligence company, Retail Active, says the South East of England has the highest food waste tally, second is the North West and the area with the least wastage is Scotland. It says a family of four throws away an average of £15.70 worth of food every month. People aged over 57 are the least wasteful, throwing away an average Read More
04 February 2010 11:16
A new survey says the recession has sharpened consumer’s demands for better customer service and retailers who haven’t learned lessons could lose out in the recovery. It’s a customer service time bomb for stores which fail to shape up. The survey says poor service could cost High Street stores millions of pounds and drive customers away for ever. Research by Retail Active, Britain’s leading mystery shopping company, says a record number of British consumers are now prepared to complain about poor service. Seventy one per cent of shoppers say they wouldn’t suffer shoddy service in silence – the highest figure ever recorded. More than half the shoppers surveyed believe customer service has declined in the past year. Eight out of ten wouldn’t shop again at stores giving poor service. Almost as many said they would spend more on products at stores with good service and more than a quarter said they complain more than they did before the start of the credit crunch. Retail Active’s managing director, Julian Chamberlain said: “Stores will be having to deal with a customer service time bomb. “The recession has sharpened customers’ demands and more than ever Read More
04 January 2010 05:07
 At Retail Active we conduct thousands of assignments to assess the best and worst in Hospitality, Leisure and Retail. However If we were to select one retailer for consistently superior customer service in 2009 it would be American Apparel.When we visited the store we were immediately approached by staff in a helpful, friendly and competent way. Another great plus point of this store is that American Apparel is “Sweatshop Free” you can buy in the confidence that their workers are cared for. As you would expect there are no drab winter colours here, a full array of rainbow colours to brighten any rainy winter’s day. This brand is bright, fun and funky, helping to banish the winter blues. Above all this is a brand implemented with flawless execution, enabling us to acknowledge American Apparel, Camden as our January 2010 service heroes. Julian Chamberlain, Managing Director of Retail Active Mystery Shopping said: “When Retail Week contacted us for our thoughts on a good retail shopping experience we didn’t hesitate to Read More
16 December 2009 03:21
Its no longer good enough for Santa to deliver his gift with a Ho,ho,ho – customer service will be high on everyone’s shopping list this Christmas. A new survey says poor service could cost High Street stores millions of pounds and drive customers away for ever. Research by Retail Active, Britain’s leading shopping intelligence company, says more than half the shoppers surveyed beleive customer service has declined in the past year. Eight out of ten wouldn’t shop again at stores giving poor service. Almost as many said they would spend more on products at stores with good service and more than a quarter said they complain more than they did before the start of the credit crunch.  Retail Active’s managing director, Julian Chamberlain said: “Stores will be having to deal with a customer service time bomb this Christmas. “The recession has sharpened customers’ demands and more than ever before – seven out of ten - say they are prepared to complain about poor service. Retail Active has identified Read More
10 December 2009 01:51
 HAPLESS MALE CONSUMERS SPEND 15% MORE ON GIFTS AS THEY LEAVE CHRISTMAS SHOPPING TO LAST MINUTEMen who loathe shopping and only venture out to buy presents on Christmas Eve rarely get a bargain, retail experts said today. Dubbed 'Last Minute Man' by sales assistants, he can apparently be spotted sweating profusely as he scrambles through the leftovers of the Christmas shopping rush on December 24th. In the end he is usually pounced on by a crafty salesman who will convince him to spend hundreds of pounds on gifts never to be seen again after Christmas Day.  The research was carried out by analysts Retail Active, which has been called in by a leading supermarket to train staff to spot the stereotypical Last Minute Man and make him buy something.It surveyed 2,000 shoppers across the country and found men are 22 per cent more Read More
27 November 2009 11:11
 It pays to complain – that’s the message from hundreds of dissatisfied customers who are cashing in on compensation from embarrassed companies.Brits are learning that they can pick up thousands of pounds in cash, new goods and other benefits just by complaining about sloppy service or faulty products. Terry-Anne Gulko, from Norwich, is the self-confessed Queen of Complainers. She says she’s made more money from compensation claims than from her day job. She discovered her talent for complaining ten years ago and decided to cash in on it. Since then she says she has made tens of thousands of pounds a year – more than she does from her job as a PR consultant. She has complained to dozens of companies large and small after things have gone wrong and she says the secret of success is “Take your complaint straight to the top.” It started when she booked rooms for her wedding guests with a top hotel chain. She says: “They mixed up nearly every room and Read More
19 November 2009 04:41
 When Optomen Television were looking for a company to supply Mystery Shoppers for their flagship TV series ‘MARY Queen of Shops’ they chose Retail Active, Britain’s leading Mystery Shopping Company. Optomen Television were looking for a partner to supply experienced Mystery Shoppers who could be available at very short notice at undisclosed locations at opposite ends of the country. It was also essential that Retail Active could provide specific demographically profiled people to mirror the customer type of the outlets being helped by Mary Portas. Mary is one of the UK's foremost authorities on retail and brand communication and is credited with turning Harvey Nichols into the modern fashion powerhouse that it is. What she doesn’t know about retail isn’t worth knowing. Retail Active met the brief by supplying mystery shoppers to conduct a specific assignment as part of the filming schedule. The shoppers included Faye Blundred. Faye is a ‘Premier’ rated shopper having conducted special assignments here in the UK and overseas. Fay said, working with the Optomen TV production team was Read More
04 November 2009 05:21
When 25 year old Jay Cox gets home after a day’s shopping – he counts up how much he’s earned. Jay, from Exeter in Devon, is a full-time Mystery Shopper, carrying out undercover assignments all over the country, to assess standards of customer service. He can appear unannounced in businesses ranging from High street retailers to posh South Coast Marinas - with a brief to buy a mooring for a luxury yacht. There’s a James Bond touch too. He often carries a concealed digital camera with a pin-head sized lens hidden in his lapel or under his cap. Jay, who left school with just a handful of c and d grade GCSEs, says Mystery Shopping can bring in up to £25,000 year. He started part time six years ago – and went “professional” two years ago. He says; “Employment prospects in Exeter are not good if you don’t have any qualifications – so Mystery Shopping is an ideal career choice. “I enjoy being my own boss, I like working with people and I have a flair for technology. “You have to be very organised and make careful plans to maximise the Read More
30 October 2009 12:52
The BBC2 Business programme Working Lunch went undercover in Robin Hood’s old lair in the heart of Sherwood Forest – for a modern-day mystery shopping expedition to the popular holiday resort of Center Parcs. BBC TV reporter Rob Pittam joined a “secret service” team from Britain’s leading mystery shopping company Retail Active – as they checked on the standard of customer service at the resort. Retail Active mystery shopping carries out undercover surveys for a wide variety of businesses across the UK, to help employers improve service levels and reward examples of excellent service. Rob said: “There is a secret army of undercover shoppers at work across the country. Posing as genuine customers, they compile reports on the kind of service they receive. It helps companies to keep their customers loyal – especially during a recession. “Center Parcs is one of Retail Active’s clients and we were invited to join them on one of their secret missions.” Retail Active’s managing director, Julian Chamberlain said: “Companies like Center Parcs, who are keen to maintain the highest standards, come to us looking for ways to get feedback about their customers and ways to make a real Read More
27 October 2009 03:44
This article appeared in The Sun newspaper, Thursday 22nd October 2009  Earn extra dosh working as a mystery shopperJoin the secret service! Fancy being paid to eat in top restaurants, go on holiday or test luxury yachts? You could do all these things as a mystery shopper. The job is an increasingly popular way of topping up your income and enjoying valuable perks. It also fits around your lifestyle. Paul Prowse, from financial advice website Moneymagpie.com, says almost anyone can be a mystery shopper. He says: “All you have to do is be an actual customer in a shop or restaurant or hotel then say what you think of them afterwards. “You don’t need any qualifications but you do need excellent observation skills, a good memory and strong opinions.” “Typically, you’ll be given a brief and a checklist of things to look out for. You need to follow your instructions (without letting anybody know you are testing them), evaluate the response Read More
08 October 2009 11:17
More than half of High Street shoppers say customer service has declined since the recession began to bite a year ago. A major new survey by the Customer Intelligence company Retail Active says 59 per cent of shoppers polled think service in the UK has worsened over the past year. Eight out of ten shoppers went on to say they would refuse to shop again at stores with poor service. However an astonishing seventy-eight per cent said they were prepared to spend more in businesses where they receive great service.  Retail Active’s director, Julian Chamberlain said: “This remarkable survey has given us a highly revealing snapshot of the effect of the recession on customer service and shoppers’ reactions. “One very interesting factor is that 71 per cent said they would complain about bad service. This is the highest figure we have ever recorded and it shows British shoppers are no longer prepared to suffer shoddy service in silence. “We are becoming more like the Americans and Continental Europeans Read More
01 October 2009 03:05
Lexus the luxury car manufacturer has won the prestigious J.D. Power Award for a remarkable 9th time. The 2009 UK Vehicle Ownership Satisfaction Study (VOSS) is the successor study to the UK Customer Satisfaction Index (CSI). It is based on the evaluations of over 15,700 online interviews from UK car owners after an average of two years of ownership. The study included 101 models and 29 brands. The survey covers four measurements of satisfaction and 67individual attributes; owners provide detailed evaluations of the dealerships and their vehicles. 'Lexus consistently delivers an exceptional ownership experience for customers in the UK,' said Susan Barnes, European automotive director at J.D. Power and Associates. Julian Chamberlain, managing director of Retail Active Mystery Shopping, one of Britain’s leading business intelligence agencies, said: “We are very proud to work with such a highly acclaimed brand that delivers such consistent excellence. “Retail Active has supported the Lexus network for the past two years, working with them to raise the standards of the retail network. Retail Active operates at the forefront of excellence and we are delighted to work closely with Lexus GB, this award is testimony to the excellence they deliver.” Read More |
