Mystery Shopping with Retail Active

Glass Shape Can Make People Drink More

2010-09-02T05:11:00.000-07:00

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 service. “But there are also health implications for alcohol drinkers and there is evidence that even experienced bar staff pour more alcohol into tumblers when estimating a shot of spirits,” he said.

“People who pour their own drinks will be doing the same. Customer behaviour and their response can be greatly influenced by their perception of the way things are served.”

Queues Are Getting Slower Says Europe-Wide Survey

2010-08-13T06:18:00.001-07:00

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 Chamberlain is the managing director of Retail Active, one of Britain’s leading Mystery Shopping companies and an MSPA member.

He says: “This is a fascinating piece of research and demonstrates the value of Mystery Shopping in helping businesses to discover the way in which customers experience shopping in this country and in continental Europe.

“Retail Active’s experience in the UK fully supports the comments of MSPA President, Cristiani Oliveira, that the survey indicates that in difficult times for retailers, lowering standards may be having a detrimental effect on customer service. Mystery shopping is the only way organisations can measure how well or badly customers are being treated.”

The survey found:

• Post offices had the longest queues.
• Post offices had the most dissatisfied customers, closely followed by banks.
• Russia had, on average, the longest and slowest queues
• Only half of the serving staff could manage a smile – but Belgium and Ireland came top of the “Smiles league”.
• Clothing stores came top for best quality of service.
• The Bulgarian Passport Office had the slowest queue – taking six hours to process just 36 customers.

Julian Chamberlain added: “In terms of overall performance the UK came out well.

“Like everywhere else, people are having to spend longer standing in queues – but for satisfaction in the quality of customer service received, we came in the top five, along with Ireland, Spain, Sweden and the Netherlands.”

Buyers Keep Online Purchases Secret

2010-08-02T05:13:00.000-07:00

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 - away from their partners.

"The purchases may not always be risque. They could be a surprise gift, flowers, a gadget, or an outrageously expensive item your partner would kill you for buying.

"But our survey revealed a majority of online buyers are employing subterfuge to keep their partners in the dark about their purchases."

Beat Austerity - Get Paid for Shopping and Take Free Holidays

2010-07-28T07:39:00.001-07:00

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 discreet record of the way you were treated and how the organisation presented itself.

“You will be well paid for doing what you love most – whether it is shopping, eating out or visiting nightclubs.

“We even get to send people on luxury holidays to top international destinations.

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 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 discreet record of the way you were treated and how the organisation presented itself.

“You will be well paid for doing what you love most – whether it is shopping, eating out or visiting nightclubs.

“We even get to send people on luxury holidays to top international destinations.

Five Good Reasons to Hold On To Your Existing Customers

2010-06-23T05:19:00.000-07:00

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 for businesses to attract new customers, it is usually much more beneficial to turn the ones you have into loyal lifetime customers.

It is offering a five point guide to businesses on how to keep their existing customers happy.

Julian Chamberlain said: “Seeing as one new customer costs as much as five existing ones – we though the five point plan was very appropriate.

The Retail Active Guide is:-

Always seek to identify and solve complaints quickly. Customers will have much more trust and increased loyalty if you do this.
Keeping customers loyal is critical, so providing a good product or service is core to success.
Front Line is Bottom Line! Keep your customer facing teams highly motivated and focussed.
It's worth remembering that every dissatisfied customer will tell up to 10 others of any poor experience.
Always look for ways to exceed your customer’s expectations. Often ways to exceed expectations cost a minimal amount and can give huge financial returns
Always consider the Lifetime Value (LTV) of a customer. To do this take the average transaction size and multiply this by the number of purchases the customer makes from you each year. Only then can you fully appreciate just how important existing customers are: As a rule of thumb you should seek to retain every customer for at least five years.

Increasing Customer Loyalty: A Case Study

2010-06-11T06:36:00.000-07:00

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 success. Zpizza not only spurred existing customers into action, but also reached potential new customers; receiving nearly 2000 entries from their scratch card campaign. Registrations to ztribe were up nearly 20% compared to the regular sign-up rate. Zpizza hopes to run another loyalty promotion in the near future.

The majority of businesses, including zpizza, understand that encouraging repeat business can have a huge positive impact on their bottom line. Most recently, a study from business intelligence consultant Retail Active found that it can cost as much to gain one new customer as it does to keep five existing ones, and that repeat customers typically spend about one-third more than new ones.

Vigorously pursuing repeat business can have many positive effects, including increased sales, reduced costs and higher customer satisfaction rates. Better relationships with customer’s increases brand loyalty making it less likely for them to defect to a competitor.

Zpizza’s case study above highlights the importance of reaching out to your existing customers. As a mystery shopping and business intelligence company, Retail Active knows the power of giving existing customers the best experience possible by leveraging ‘service excellence’ to keep your customers coming back to you time after time.

Staycation is here to stay holiday at home brits say “same again”

2010-05-24T01:38:00.000-07:00

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 per cent said that, based on their experience – they would do so again.

Ninety six per cent said they would recommend a UK holiday to friends.

The main reasons for choosing a staycation are:

* Increasing cost of holidaying abroad - 32 per cent
* Effects of the recession - 20 per cent
* Fancied a change - 18 per cent
* Cost of the Euro - 17 per cent

Fifty per cent of staycationers rated their UK holiday as “excellent” value for money, 41 per cent said the value was “good” and incredibly only 2 per cent thought they’d had “poor” value.

Self catering cottages or apartments were the top choice – 31 per cent; Caravan holidays were also popular at 21 per cent, closely followed by hotels at 19 per cent. Ten per cent chose camping in a tent - but just over one per cent went for the traditional B and B. The West Country was the favourite staycation destination – with just over 14 per cent choosing Cornwall and seven per cent, plumping for Devon.

Other top spots were, the Isle of Wight, Pembrokeshire, Bournemouth, Llandudno, Newquay, Scarborough and North Norfolk.Whitley Bay, Tynemouth and Worthing were the least popular.

Retail Active’s managing director, Julian Chamberlain said: “From the results of our survey, it looks like the “Staycation” could be here to stay for the foreseeable future.

“Many Britons holidayed in this country for the first time last year and many people were worried that British destinations and hospitality may not come up to their expectations.

“In fact, we ran a survey which showed that British accomodation had not shaken off its 1970’s Basil Fawlty image.

“Our latest results show that people have been very pleasantly surprised by what they found in the UK.

“Thirty seven per cent of those polled said they had already booked a holiday here this year and about the same number hadn’t made their minds up yet – so British resorts could be in for a bumper year, especially if the forecast of good weather is correct.”

Hidden Charges Rip-Off Sparks a Consumer Revolt - New Survey

2010-05-05T05:32:00.000-07:00

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 rates with a string of hidden charges, which could add hundreds of pounds to a booking.

Many of those taking part in the survey said they had abandoned the process of making an on-line booking with budget airlines, as the ad-on charges piled up.

More than nine out of ten people said they resented paying hidden charges and the remainder said they only found it acceptable if extra services were involved.

The same number said they didn’t feel they were being advised about extra charges in time and that they were left until the last minute – when it was too inconvenient to abort the booking.

Top complaints against budget airlines were:-
• Adding charges for essentials like checking in, baggage allowances and paying on credit and debit cards when there was no other choice.
• Paying to guarantee passengers could sit together
• Exorbitant airport charges
• Paying “penalty” charges for administration for errors made while booking
• Exorbitant fuel, airport charges and transfer fees

Retail Active’s managing director, Julian Chamberlain said: “Our survey reveals growing consumer anger with companies advertising misleading prices and then sneaking in hidden charges as part of the purchasing process.

“For many people, one more charge has become the “last straw” and they’ve called off the deal. More than 86 per cent of those surveyed said they would not willingly return to a company which hit them with a hidden charge at the end of the booking.

“Many of those taking part demanded that retailers should be forced to be honest about the real costs.

“It is clear that consumer patience is running out over hidden charges and companies persist with this practice at their peril.

“Two budget airlines were named as the main culprits – but there are many other areas where customers feel exploited – including hotels, “all-inclusive” holidays, restaurants, concerts and on-line shopping.”

One respondent booked at a hotel advertising free meals and accommodation for children only to be told there was a £20 per child “supplement”.

Postal charges for goods ordered on-line was another problem area – with customers reporting a £25 delivery on an item costing only a few pounds and being charged two lots of postage for two items in the same parcel.

Julian Chamberlain said: “It is obvious from the response that hidden charges are becoming a major consumer issue and that companies which don’t fairly publicise their extra charges could soon start to feel a backlash from angry customers.”

Retailers Look to Mystery Shopping to Sharpen Their Competitive Edge

2010-04-29T09:10:00.000-07:00

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 experienced mystery shoppers give rapid and accurate assessments of customer service and produce reports which can be acted upon within 48 hours.

“Understanding customers and their needs has never been more important, in a market where they hold the upper hand.”

Retail Active has major clients in the automotive, retail, leisure, food and drink and public service sectors.

Fraudsters Target Mystery Shoppers - Here's How to Spot the Scams

2010-04-13T04:22:00.000-07:00

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 they have been duped – or are about to be.

Elizabeth Mallah, from Hampton, Middx fell for one of the scams after she responded to an unsolicited request from a bogus company on Facebook.

It asked for a £34 registration fee, with a money back guarantee if she didn’t enjoy mystery shopping.

Elizabeth said: “The total bill finally came to £40, with extra money included for “currency exchange.” All they sent me was a list of mystery shopping companies – which I could have got for myself for nothing on the internet.

“I’ve been asking for my money back – but they haven’t responded to any of my requests.

“It is a scam and should be exposed.”

Retail Active’s managing director, Julian Chamberlain says: “This time last year there were virtually no calls like this – now we are getting up to four a day. Many of the on-line scams are offering people unrealistic prospects – at a cost.

“We have also received reports of people being asked for personal details, which are then sold off to use on marketing lists – or for other uses.

“No reputable Mystery Shopping company would ever ask for money – so that is the first way to establish whether a company is genuine or not.

“Mystery Shopping is becoming increasingly popular and provides a valuable service to industry and a very welcome source of part-time income for thousands of people, especially at a time when cash may be tight.

“We are very angry that fraudsters are trying to exploit people who genuinely want to help improve levels of customer service – and earn some much-needed extra income as well.

“We’ve drawn up a five point guide to help mystery shoppers avoid being conned.

1. Do not apply to be a mystery shopper through a list, club or agency. Always apply directly to mystery shopping companies.

2. All reputable mystery shopping provide online training as part of the application process. If there is no training then the likelihood is that you are being conned.

3. If in doubt phone. All genuine mystery shopping companies such as Retail Active advertise their telephone number and can be contacted directly.

4. Never, ever part with cash in advance. If you do then there is a high probability that you are being defrauded.

5. There are hundreds of thousands of active mystery shoppers in the UK, ask a friend if they are a mystery shopper. The chances are that they are or at least know someone that does. Ask them who the best mystery shopping companies are.

If in doubt register with mystery shopping company Retail Active at www.retailactive.com.

Children Gorge Up To 13 Easter Eggs Each

2010-04-07T08:00:00.000-07:00

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 breakfast or even a drink.

“Only three per cent of the people polled said they look at the nutritional content of Easter eggs and this means that they may be unaware of the huge calorie and fat intake. The typical ten to fourteen year old will eat 2.6 kilos of chocolate, that’s 12,870 calories and 650 grams of fat.

“Seventy four per cent of parents and carers said their children eat at least three quarters of all the chocolate they receive before the end of the bank holiday.

“Only 26 per cent said they ration the chocolate over a longer period.

“Easter has a dramatic effect on dieters too – with seventy per cent saying they will suspend their regime to enjoy the seasonal chocolate fest.”

According to the findings the peak age for Easter eggs consumption is 10 to 14, with youngsters consuming an average of 13 each. Next is the 15 to 19 age group, weighing in with 11 each.

The 40 to 59 year olds and the over 75’s have the lowest consumption with an average of just one.

The poll discovered that just over half of adults treat Easter in a similar way to Christmas.
Julian Chamberlain said: “It’s a big family occasion, with the Easter Bunny playing a central role in the festivities for children of nine and under.

“Seven out of ten parents have adopted the American tradition of holding a “hunt the Easter Egg” events for their children.

“An overwhelming 88 per cent of consumers said attractive packaging was more important than nutritional content – even though they were aware that eating chocolate to excess may be bad for them.”

Cuddles Top Gift on Mother's Day

2010-03-16T07:53:00.000-07:00

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 women.

The poll, which saw Retail Active survey 2,000 people last week, named actress Joanna Lumley as Britain's most ideal mother – other than people's own mum.

Managing director Julian Chamberlain said: "We were very surprised by this heart-warming result that what the majority of mums, 92 per cent, really want is just a simple hug and a big thank you.

"More than a third of those polled, 66 per cent, said they thought mother's day had become over-commercialised, with men in particular believing the day had been hijacked by commercial interests.

"The majority of men, 63 per cent, said they spend more on their mum than on their Valentine sweetheart."

Most Mother's Day gifts and cards are bought online (35 per cent), followed by 24 per cent at supermarkets, 24 per cent in the high street and 13 per cent from garage forecourts.

Things that got the thumbs down for Mother's Day included cards arriving late, phone calls late in the day, last-minute gifts obviously bought from a garage and family arguments.

Say It With A Hug

2010-03-14T07:45:00.000-07:00

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 mother – other than their own.

Retail Active managing director Julian Chamberlain said the poll results were ‘heart-warming’, adding: ‘From the mums’ point of view, a demonstration of affection and family unity are the most important things.’

It's Bananas – City-Living Single Men Top the Food Waste Table

2010-02-24T02:53:00.000-08:00

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 of just £3.36 per month.

Retail Active’s managing director, Julian Chamberlain said: “The amount of food we waste is a serious issue. Our survey helps to pinpoint who are the worst offenders, the most considerate and the most wasted items. The poor old banana came top.

“Fresh meat and uneaten prepared food are also high on the wastage list. Tinned food is the least wasted.

“We used our vast database to conduct a poll of a representative sample of 2000 people and it gives us some fascinating insights.

“Nearly three quarters of the responders said they believed their food waste had little or no consequence for the environment.

“Forty per cent actually think food waste is good for the economy – because it keeps production moving.

“Seventy seven per cent said they do not consider the impact on the global environment when buying food.”

The main reasons for food waste were identified as poor planning, busy lifestyles, bad habits, laziness and too large portion sizes for both ready to eat and prepared food.

Only six per cent of the purchasers polled checked sell-by dates – but of those that did, the vast majority, 92 per cent, chose food from the rear of the shelf to get maximum food freshness.

Razor-sharp Shoppers Give Stores a Customer Service Time Bomb

2010-02-04T03:16:00.000-08:00

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 before – seven out of ten - say they are prepared to complain about poor service.

Retail Active has identified several types of shopper who can damage businesses if they are not happy.

“The most dangerous for stores is the “Silent but Deadly” type, says Julian Chamberlain.

“According to our research, nearly a third of customers never complain at all – but they never go back either. And what is worse for retailers, they tell on average nine other people about their dissatisfaction.

“If the average customer value is £100 – that means every silent complaint costs a company at least £900. These figures are confirmed by the Office of Fair Trading, which puts a figure of £935 on the cost of each complaint.

“On the positive side customers who do complain and have their complaint well handled, tell on average 12 people about the great service they received. There is a distinct commercial advantage in good customer service.

“With internet sales booming – online companies are just waiting to welcome customers disillusioned with the High Street.

“This is really a crunch year for retailers, those who haven’t learned lessons from the credit crunch could lose out. Our survey shows that customer service will be the vital ingredient in deciding whether customers stay for next year – or desert in droves.”

Retail Active is one of the UK’s leading Customer Intelligence and Mystery Shopping companies. It sends out thousands of agents every year to monitor customer service standards for a wide variety of clients in the retail, leisure, automotive and travel sectors.

Retail Week - American Apparel, Camden

2010-01-04T09:07:00.001-08:00

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 nominate American Apparel.

“We specialise in monitoring standards of customer service and to pinpoint areas where improvements can be made. On the occasions we visited the American Apparel Camden store they displayed an outstanding level of customer enagement”

Retail Active is one of the UK’s leading Customer Intelligence and Mystery Shopping companies. It sends out thousands of agents every year to monitor customer service standards for a wide variety of clients in the retail, leisure, automotive and travel sectors.

Santa Needs To Sharpen His Act - Or Lose Money

2009-12-16T07:21:00.000-08:00

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 several types of shopper who can damage businesses if they are not happy.

“The most dangerous for stores is the “Silent but Deadly” type, says Julian Chamberlain.

“According to our research, nearly a third of customers never complain at all – but they never go back either. And what is worse for retailers, they tell on average nine other people about their dissatisfaction.

“If the average customer value is £100 – that means every silent complaint costs a company at least £900. These figures are confirmed by the Office of Fair Trading, which puts a figure of £935 on the cost of each complaint.

“On the positive side customers who do complain and have their complaint well handled, tell on average 12 people about the great service they received. There is a distinct commercial advantage in good customer service.

“With internet sales booming – online companies are just waiting to welcome customers disillusioned with the High Street.

“This is really a crunch year for High Street Christmas shopping. Our survey shows that customer service will be the vital ingredient in deciding whether customers stay for next year – or desert in droves.”

Retail Active is one of the UK’s leading Customer Intelligence and Mystery Shopping companies. It sends out thousands of agents every year to monitor customer service standards for a wide variety of clients in the retail, leisure, automotive and travel sectors.

Clients include household names Porsche, Lexus and Toyota, P&O, Asda, and Center Parcs.

MALE CONSUMERS SPEND 15% MORE ON LAST MINUTE GIFTS

2009-12-10T05:51:00.000-08:00

HAPLESS MALE CONSUMERS SPEND 15% MORE ON GIFTS AS THEY LEAVE CHRISTMAS SHOPPING TO LAST MINUTE

Men 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 likely than women to do their present-shopping on Christmas Eve, spending on average 15 per cent more than is needed.

Despairing men looking for gifts often spend in excess of £1,000, while their purchases on December 24th account for 63 per cent of all the high-value sales that day.

The firm says 1 per cent of men are so last-minute they even buy their loved-ones presents in a 24-hour petrol station during the early hours of Christmas Day.

Julian Chamberlain, managing director of Retail Active mystery shopping, said: 'Last Minute Man is a salesperson's dream - he's cash rich and time poor. He often makes a 'distress purchase', when all rationality goes out of the window.

'Last Minute Man has no list and browses haplessly from aisle to aisle before going in for the kill with a credit card.

'Often the presents are ill thought-out, over-expensive and with one in three being taken back for refunds in the New Year.

'Another Last Minute Man trait is that they do 'one-stop shopping' by buying all their purchases in just one store.

'He also shops in isolation, whereas women tend to shop together as a social event, taking in the Christmas spirit.'

Mr Chamberlain added: 'We have been coaching staff on the jewellery counters of a major supermarket chain on how to spot him and make sure he doesn't get away without a sale.

'They have to look for a man looking through a wide variety of stock, not knowing what to buy and wearing a blank expression.

'He's got money but no time and he will end up spending more than he has to. We train staff to be extra helpful, offer him a choice of gifts, make a recommendation and then close the sale. He represents an ideal sales opportunity.'

As part of the survey, shoppers were asked questions about when they shop, the value of the presents they bought and how often they had to return unwanted gifts.

Following the study, Retail Active came up with a list of top tips to help wives and girlfriends to ensure their present, and those for the family, are bought with consideration.

A potential Last Minute Man should ask family, friends and partners what they would like, write a list, shop earlier and plan a special treat for Christmas Eve when they should be shopping.

Women can apparently help their men by providing them with a list and allowing them a reward, such as a visit to the pub to watch football, once they have ticked off so many items.

It Pays to Complain - And Business Benefits Too!

2009-11-27T03:11:00.000-08:00

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 when my two year nephew became seriously ill with an allergic reaction, my sister called me for help but hotel staff couldn’t tell me which room they were in because they couldn’t operate the computer system. We had to run around calling for them.

“I took my complaint to the chief executive – after getting no response from customer services – and got a response within the hour. They ended up asking me to name my price for the mix-up with my nephew. I asked that all their staff should be sent on an extra computer training programme.

“They also gave me vouchers for more stays – but something went wrong with all of them and I had to make more complaints.”

Her next claim was over a phone installation, which ended up with a lengthy planning wrangle and Terry-Anne getting a bill £125,000 for consultancy and other work. She complained and was finally awarded £2000 compensation.

Then another phone fault led to her not getting the message about a family bereavement – and yet more compensation.

Since then she’s taken on banks, energy companies and food manufacturers. She says: “The culprits are usually big companies. The smaller ones usually care more about complaints and don’t get into expensive disputes.

She says: ”Don’t bother going through customer service departments – find out who is in charge and make your complaint directly to them. It is easy to track them down – just go onto the company web site and get their names – very often you get their email address and PA’s phone number as well.”

The findings are part of a survey by Britain’s leading Mystery Shopping company, Retail Active – who asked hundreds of its regular shoppers for details of successful compensation claims.

Retail Active’s director, Julian Chamberlain said: “Our findings show that more Brits than ever - 71 per cent - are prepared to complain about poor service – and it certainly pays to complain.

“You should be compensated if a standards of customer service and product quality are not met. It keeps companies on their toes and helps to maintain standards at all levels.

“There is a positive spin off for businesses too in settling complaints. The evidence is that when a company adequately compensates an unhappy customer – they pass on more positive feed back to more people than they would if they had had good service in the first place.

Complaints include:

• The 75-year-old gran with arthritis who needed to change trains at Milton Keynes. Station staff wouldn’t let her son-in-law onto the platform to help her and then directed her to a goods lift, where she got trapped. She was given a full-refund and extra travel vouchers – although she refuses to travel by train again.

• The mum whose toddler banged his head when a supermarket trolley seat collapsed. She was first offered a big bag of sweets – but was later given £300 when she took it to the top.

• The granddad who counted the perforations in Typhoo tea bags with a pin to prove their ad campaign that there were 100 perforations in every bag was wrong – and won a years supply.

• A bug found in a home delivery pizza. The supplier refused compensation until the customer threatened to call environmental health – and £35 was offered on the spot.

• The father who always took a notebook on family holidays and jotted down every problem and complained about them all at the end of the break – netting hundreds of pounds in compensation.

Retail Active - By Appointment to the Queen

2009-11-19T08:41:00.000-08:00

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 great fun and Mary is lovely. I can’t tell you anything about the programme as its top secret, but anyone interested in business and fashion will find it compelling viewing!

Julian Chamberlain, Managing Director of Retail Active mystery shopping said: “We can call on thousands of experienced consumers to give us rapid and accurate customer satisfaction feedback.

“We specialise in working with our clients to monitor standards of customer service and to pinpoint areas where improvements can be made. “Working with Optimum TV has been great fun and we are delighted to be chosen by them for our Mystery Shopping expertise.

A spokesperson for the production team at Optomen TV said: “We are delighted with the results of the filming and thank everyone at Retail Active for their help in making it a success”.

Retail Active is one of the UK’s leading Customer Intelligence and Mystery Shopping companies. It sends out thousands of agents every year to monitor customer service standards for a wide variety of clients in the retail, leisure, automotive and travel sectors.

Making a Living as a Mystery Shopper

2009-11-04T09:21:00.000-08:00

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 number of visits and minimise travelling expenses.

“When I work in London, I leave home at 4am to start work at 9,

“I can get in between four and seven visits per day.

“I pose as a customer and make detailed notes about the quality of the customer service. The biggest thing I’ve bought is a house.

“As well as getting paid, you get to keep some of the smaller items – but obviously I had to give the house back!!”

Jay, undertakes regular assignments for Britain’s market-leading Mystery Shopping company, Retail Active Mystery Shopping.

Retail Active’s managing director, Julian Chamberlain said: “Mystery Shopping is an ideal way to earn extra cash and enjoy shopping at the same time.

“It is perfect for people looking for a second income or for students seeking to make some much-need cash.

“We employ thousands of Mystery Shoppers. Few of them want to make a living like Jay – but his case does show that if you have drive and imagination- there is no reason why it shouldn’t be a full-time job.

“Retail Active Mystery Shopping fulfils a vital role in retailing – by helping companies to constantly assess the quality of their customer service and to keep ahead of their competitors.

“All we ask is for our shoppers to be conscientious, articulate and able to recognise great service.

“You can experience top brands, restaurants, hotels and holidays – and help to make a real difference in keeping businesses on their toes.”

Going Undercover in the Heart of Sherwood Forest

2009-10-30T05:52:00.000-07:00

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 improvement. We are part of that.

“We are seeing an increase in business during the recession – companies really want to learn more about what their customers think about them.”

Center Parcs’ management say information from mystery shoppers is vital to find out what the Center Parcs experience is like for their guests.

Sharon Matton , Center Parcs UK Guest Services manager said: “It is very dynamic, we get the information back from the mystery guests within 48 hours of the visit.

“If there is anything we need to look at or improve upon – we can do so straight away.

“We also use mystery shoppers to recognise excellent behaviour and we have some great examples of that.

“We don’t look at it as snooping – we have been very clear with our colleagues from the beginning that it is a learning tool. They actually welcome the comments and feedback.”

PICTURE: BBC2 Working Lunch reporter Rob Pittam with Janet Westwood and Julian Chamberlain from Retail Active, as they prepare for their undercover mission to the Center Parcs resort in Sherwood Forest, Nottinghamshire

Earn Extra Dosh Working as a Mystery Shopper

2009-10-27T08:44:00.000-07:00

This article appeared in The Sun newspaper, Thursday 22nd October 2009

Earn extra dosh working as a mystery shopper

Join 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 and then provide feedback – usually through an online questionnaire. “For example you might go to a pizza restaurant, order some pizza and judge the cleanliness of the restaurant, the helpfulness of the staff, and the quality of the food.”

Paul adds: “Pay rates vary from company to company and depend on the work. Generally, you can expect to earn £5 - £25 per task plus expenses.”

“Make sure you find the right mystery shopping agency for you. Some department stores, like Selfridges, run their own schemes. But never pay to join a company – it’s likely to be a scam.”

Linda Smith signed up with Retail Active Mystery Shopping and ended up posing as the owner of a luxury yacht to check out facilities at a swish marina. The 57- year-old business studies teacher from Southampton says: “It is a great way to earn extra pin money and have fun as well.”

“I’ve never owned a boat but I had to read up on them and about tides so I could ask the right questions. Then I was asked to visit all their other marinas, where they gave me the red carpet treatment every time.”

“I’ve also had to check out the NHS by phoning hospitals and testing the quality of service delivered to patients.“

“You always get a full briefing on the background to the job and the questions you need to ask”

Julian Chamberlain, of Retail Active, says: “We employ thousands of mystery shoppers. It is perfect if you want a second income or you’re a student.”

“Payment depends on the size and nature of the assignment but we’ve just paid some shoppers more than £200 for a single job.”

“Plus you’re keeping businesses on their toes.”

RECESSION HITS CUSTOMER SERVICE ON HIGH STREET

2009-10-08T03:17:00.000-07:00

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 in speaking out about the quality of service.

“More than a quarter, 27 per cent, of those polled said they complain more now than they did before the recession hit!

“A significant majority say they also expect more for their money in the current economic climate.

“The reasons for this decline in service standards could lie in demotivated staff, staff cuts and lack of investment in customer service and training.

“These findings will make essential reading for retailers. If they cut back on customer service and training, they do so at their peril. The figures show shoppers are put off by bad service and are taking their business to retailers who offer better service and value for money.

“Retailers are having to fight for every pound in tough conditions and just can’t afford to let standards of service slip.”

Julian Chamberlain said: “The survey shows that customers think the deterioration in service is due to lack of staff, demotivation, lack of training and staff being unhappy.

“The majority of customers said they were upset most by discourteous staff with more than half complaining about being kept waiting and being ignored.

“Inefficiency, poor presentation, lack of focus and staff chatting to each other, all rated highly on the customers list of dislikes.

Retail Active is one of the UK’s leading Customer Intelligence and Mystery Shopping companies. It sends out thousands of agents every year to monitor customer service standards for a wide variety of clients in the retail, leisure, automotive and travel sectors.

Clients include household names Porsche, Lexus and Toyota, Asda, and Tesco.

Julian Chamberlain said: “We can call on thousands of experienced consumers to give us rapid and accurate survey results.

“We specialise in working with our clients to monitor standards of customer service and to pinpoint areas where improvements can be made.

“As our survey clearly shows – customer service could be essential to survival in the current trading conditions. Customers are quite rightly demanding higher standards and their shopping behaviour is being influenced by how they are treated by staff.”

Further detailed information about the survey is available at www.retailactive.com

Lexus Wins J.D. Power Award for the 9th Time

2009-10-01T07:05:00.000-07:00

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.”

Retail Active, Start Electron, Fermi Avenue, Harwell Science and Innovation Campus, Harwell, Oxfordshire, OX11 0QR

+44 (0)1235 438413

www.retailactive.com

Press inquiries: John Hemmingway 0115 960 5734 - 0786 764 1983 – john@jhcomms.com