ESA is one of the top 5 retail sector mystery shopping companies in the UK and Ireland. With best in class reporting capabilities ESA delivers action oriented site reports and real time management summaries very fast, online, and with all the supporting evidence visible to our clients
ESA undertakes many customer feedback surveys using the most appropriate methodologies - telephone, online, face to face. With a large database of clients, ESA will benchmark key metrics (eg. Net Promoter Score) to averages and also derive expected value from improving customer satisfaction
Increasingly in demand is ESA's capability to provide end-to-end services where we first determine customer satisfaction drivers and levels for individual sites, then devise and conduct a mystery shopping programme, and finally provide staff support training in identified development areas
ESA conducts many customer ‘at point of purchase’ interviews aimed at ‘point of purchase’ decisions to test the relative persuasiveness of promotions, new product launch impacts and other customer demand factors
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Technology
Coverage - our managed fieldforce consistently conduct some of the largest mystery shopping programmes in the country
Quality - inhouse telephone contact centre and data processing
Service - Experienced nominated client managers
Reporting - Rapid, integrated and online reporting
