News

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

  • Mystery Shopping - Why is it still relevant and important?

    Mystery Shopping - Why is it still relevant and important?

    Intuitively, it makes sense that people spend more money with businesses that offer them a great customer experience. We have seen evidence of this in the mystery shop programmes that we run on behalf of our clients where there has been a correlation between mystery shoppers who gave a high satisfaction rating and those that spent more during their visit.

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  • Is Co-op's New Store Format Driving Sales and Footfall?

    Is Co-op's New Store Format Driving Sales and Footfall?

    If you’ve read our recent article about Co-op On The Go stores opening in the UK, you’ll be aware of the evolving Grocery sector with most of the big players trialling new concepts to grapple market share away from competitors and shape the future of Grocery/Food to Go shopping.

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  • The Future of Convenience Retail?

    The Future of Convenience Retail?

    With the convenience grocery landscape evolving quickly, symbol operators are investing more than ever to convert newsagent-style shops into full grocery stores, discount retailers such as Aldi and Lidl are piloting smaller format “local” stores, and disruptive new market entrants such as Amazon Go are on the horizon.

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  • 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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