Convenience Stores Challenge 25 Age Restriction Testing

Use Case

Ensuring Compliance in a High-Traffic Urban Convenience Store Chain

Convenience Stores, Supermarkets, Off-Licences, Petrol Stations with Retail Shops, Newsagents

A chain of convenience stores located in busy urban areas is known for attracting a diverse customer base, including a large number of students and young professionals. With such a high volume of foot traffic and the fast-paced nature of their stores, management is concerned about the consistency of their staff's adherence to the Challenge 25 policy when selling age-restricted products like alcohol and tobacco. While the company trains staff to follow age-verification procedures, they fear that, during peak hours, these checks may not always be rigorously enforced. To address this issue, the convenience store chain partners with Centrebound’s Challenge 25 Age Restriction Testing Service. Trained mystery shoppers, who appear under the age of 25, visit various store locations to attempt purchases of age-restricted products. The mystery shoppers assess whether staff request valid identification and follow the company’s policy for age verification. Centrebound provides detailed reports for each store, highlighting instances where staff either adhered to or failed the Challenge 25 policy. Using this data, the chain’s management identifies locations or staff members in need of additional training and reinforcement. The company implements targeted workshops and refresher courses, ensuring that all staff understand the importance of age-verification, even during busy times. As a result, the convenience store chain sees a significant improvement in compliance across all locations, reducing the risk of legal penalties and maintaining its reputation as a responsible retailer.

Use Case

Improving Customer Service and Sales in a Retail Chain

Retail, Hospitality, Automotive, Entertainment, Healthcare, Leisure & Fitness, Financial Services

A national retail chain has been experiencing inconsistent customer service across its stores, leading to varied customer satisfaction levels and missed sales opportunities. Management wants to ensure that staff in all locations are following company standards, engaging customers effectively, and maximising sales potential. To achieve this, they engage Centrebound’s Store & Venue Mystery Shopping service. Centrebound deploys trained mystery shoppers to visit various stores, acting as typical customers. The shoppers assess how well employees greet and engage customers, promote products, and handle transactions. Additionally, they evaluate the cleanliness, organisation of the store, and compliance with health and safety protocols. After conducting multiple assessments, Centrebound delivers detailed reports on each visit, highlighting strengths and weaknesses in customer service and operational processes. The retail chain uses these insights to implement targeted training for staff, adjust store layouts for better customer navigation, and improve the enforcement of company policies. As a result, the chain sees improved customer satisfaction scores, higher sales conversions, and consistent service standards across all locations.

Use Case

Enhancing the Home Delivery Experience for a Retail Chain

Retail, Grocery & Supermarkets, Food & Beverage, E-commerce & Online Retail, Logistics & Courier Services, Healthcare, Alcohol & Tobacco

A large national retail chain offers home delivery services for online orders. Despite the convenience, the company has received mixed feedback from customers about delivery experiences, including reports of late deliveries, unprofessional behaviour from delivery personnel, and poor communication. The management wants to ensure that their home delivery service is providing a consistently positive experience that aligns with their brand’s customer service standards. To address these concerns, the company engages Centrebound’s Doorstep Delivery Mystery Shopping service. Trained mystery shoppers place orders for delivery to different locations, assessing key aspects such as the timing and communication of the delivery, the professionalism of the delivery personnel, and the condition of the products upon arrival. They also evaluate whether the delivery staff follow any company-specific protocols, such as verifying the customer’s identity for age-restricted goods or adhering to social distancing guidelines. After gathering detailed insights, the company identifies areas of improvement, including additional training for delivery personnel and optimising communication regarding delivery times. As a result, customer satisfaction improves, with fewer complaints about late or mishandled deliveries. The service also helps the company enhance its delivery process, leading to increased customer retention and positive reviews.

Use Case

Improving Customer Service in a Retail Contact Centre

Retail, Hospitality, Healthcare, Financial Services, Telecommunications, Utilities, Government Services

A large retail company operates a centralised contact centre that handles a high volume of customer calls, including inquiries about products, order tracking, and complaint resolution. However, customer feedback has highlighted inconsistencies in service quality, with some customers reporting long wait times, unhelpful responses, and poor issue resolution. To address these concerns, the company engages Centrebound’s Telephone Mystery Shopping service. Mystery shoppers place calls to the contact centre posing as customers with various inquiries and complaints. The calls are recorded and analysed for key service metrics, such as call handling time, problem-solving efficiency, politeness, and adherence to company procedures. The reports reveal specific areas where staff need improvement, such as upselling techniques and issue resolution protocols. Armed with this information, the company implements targeted staff training and improves internal processes. As a result, they see a reduction in customer complaints, improved feedback on customer service, and increased customer retention.