Franchise Audit For A Global IT Player

Objective:

Our client wanted its exclusive stores across the country to imbibe a consistent brand image in every aspect of their operations including store look & feel, branding of assets and service personnel behavior. In an effort to measure and improve upon retail operations, they partnered with Channelplay to evaluate stores on multiple parameters.

Approach:

It’s imperative to evaluate retail stores consistently in order to identify and bridge the gaps in various processes. The key challenge here was to conduct audits in 250+ stores spread across 200+ cities, which required thorough planning and accurate implementation. Other factors were:

• As it was a detailed audit (mystery shopping followed by declared audit), auditors were given specialized training.
• Efficient tracking & monitoring of audit results
• No repetition of auditors for three months.

Outcome

Through our franchise audit program, we were able to:

• Highlight best performing and poor performing stores across the retail network.

• Measure in-store performance and reveal areas that adversely impacted customer experience