News

ESA Retail provides occasional white papers and commentary on topics relating to customer demand in retail.

  • How Well Did the UK Perform in the 2019 Smiling Report?

    How Well Did the UK Perform in the 2019 Smiling Report?

    What is the Smiling Report? For the 15th year of publication, Better Business World Wide has just released the 2019 Smiling Report – an amalgamation of over 23 million mystery shopping evaluations from Europe, Asia and North and South America, focusing on the level of customer service from a range of industries. All the data has been submitted by professional mystery shopping service providers – members of the MSPA.

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  • Are all Your Advisers Playing By the Rules?

    Are all Your Advisers Playing By the Rules?

    As the clock runs down toward the PPI claim deadline this summer, the ticking clock seems only to have spurred claims management companies to even greater efforts to track down customers who may once have had PPI so that they can raise a mis-selling claim. Financial services providers must be scratching off the days on their calendars towards 30th August when time finally runs out on any more claims being raised. For the rest of us, the thought of not receiving sales and marketing calls, emails, pop-up ads and the like asking us to check if we have ever had PPI will seem like a welcome relief.

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  • Improve Compliance Standards at the Gateline

    Improve Compliance Standards at the Gateline

    Maximise return on investment using gate-line compliance mystery shopping.

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  • ESA Food-To-Go Market Tracker

    ESA Food-To-Go Market Tracker

    The latest Food-to-Go report is now available, offering our subscribers important insight into the pricing strategy of the leading coffee shop and quick service restaurant operators.

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  • Why Pubs are Missing a Trick by Turning their back on Mystery Guests

    Why Pubs are Missing a Trick by Turning their back on Mystery Guests

    It seems fashionable at the moment for operators to be sacrificing operational measures in favour of customer feedback. The received wisdom being that “voice of the customer” is going to take care of measuring the customer experience but a recent visit to the pub by Client Manager Russell Bennett illustrated why this is not the panacea some would have you believe…

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