Retail Store Audit Report:
Customer Experience & Compliance Evaluation
Customer Experience & Compliance Evaluation
Mystery Shopping Programme — Multi-Location Assessment
Prepared ByNEXTYN
Programme TypeMystery Shopping & Store Audit
Locations Evaluated12 Stores
Markets Covered4 Countries
Executive Summary
Key Findings at a Glance
This report summarises findings from a mystery shopping programme conducted across 12 store locations in 4 markets. Evaluators assessed customer service quality, operational compliance, visual merchandising, and competitor benchmarking.
7.2
Overall Score
68%
Compliance Rate
3
Critical Issues
Category Scores
Performance by Evaluation Category
Customer Service Quality
8.1
Operational Compliance
6.8
Visual Merchandising
7.4
Product & Pricing Accuracy
6.2
Key Findings
Critical Observations
Staff greeting protocols inconsistent across locations
Only 58% of evaluated locations followed the approved greeting protocol. In 5 out of 12 stores, staff did not proactively approach customers within 2 minutes of entry.
Promotional display compliance below target
Current promotional materials correctly displayed in only 6 of 12 locations. Competitor products found occupying allocated shelf space in 4 locations.
Customer service recovery handled well
When evaluators raised complaints, 91% of staff handled the situation professionally and within brand guidelines. A strong positive finding.
Recommendations
Priority Actions
01
Reinstate greeting protocol training HIGH PRIORITY
Deploy targeted refresher training for all floor staff across the 5 underperforming locations with a 2-week follow-up audit to confirm compliance improvement.
02
Immediate promotional refresh in 6 non-compliant stores HIGH PRIORITY
Coordinate with the visual merchandising team to replace outdated promotional materials within 5 business days.
03
Introduce wave-2 audit in 30 days
Schedule a follow-up mystery shopping wave focused on the 3 critical findings to confirm corrective actions have been implemented.
This is a sample report. Actual reports contain full evaluator data and photographic evidence.
Growth@nextyn.com