Case Study: Goodwill Industries of Central Texas boosts donor satisfaction and sales with Reality Based Group's Mystery Shopping and GameFilm

Goodwill Industries of Central Texas boosts donor satisfaction from 54% to 93% with Reality Based Group

Goodwill Industries of Central Texas, a nonprofit organization, sought to improve relations with both its donors and retail customers. To address this challenge, they partnered with vendor Reality Based Group and implemented its GameFilm video mystery shopping service.

The solution from Reality Based Group involved using recorded mystery shopper interactions to coach employees, leading to dramatic improvements. Results included donor satisfaction rising from 54% to 93%, an 8-10% increase in profit margin, a 15% rise in sales per square foot, and a significant reduction in worker compensation costs.

Goodwill Industries of Central Texas