Case Study: Swarovski boosts retail customer experience with Renascence mystery shopping and audits

Swarovski boosts retail CX with Renascence through 447 mystery shopping audits

Swarovski sought an unbiased evaluation of its customer experience across retail channels in the Middle East to identify areas for improvement. They engaged the consultancy Renascence, which utilized a mystery shopping strategy and audits to analyze both physical and digital customer journeys.

Renascence implemented a comprehensive mystery shopping program across four countries, conducting 447 audits over two years. The solution assessed in-store purchases, online purchases, returns, and concept stores, providing detailed insights. The measurable impact included the identification and targeting of over ten specific areas for CX enhancement, from staff greeting and proactivity to stock availability and digital compatibility.

Swarovski