Case Study: Springpack
Case study
Springpack
Springpack, a UK based company providing packaging supplies, stock management, bespoke and eco friendly packaging solutions, wanted to gain an understanding of what their customers experienced when working with them.
Their aim was to offer an unrivalled experience and provide every customer with a personal, efficient packaging solution, so wanted toensure that they were giving the promised level of service.
Our bespoke and flexible approach means that wherever a customer experience exists and through whatever channel, we can put a programme in place to meet a wide range of objectives. We have over 30 years’ of experience doing so!
The Brief
How we started
Springpack, a UK based company providing packaging supplies, stock management, bespoke and eco friendly packaging solutions, wanted to gain an understanding of what their customers experienced when working with them.
Their aim was to offer an unrivalled experience and provide every customer with a personal, efficient packaging solution, so wanted to ensure that they were giving the promised level of service.
Methodology
Springpack, approached MSL, who created a mystery shopping programme to measure the experience when shoppers, presenting themselves as business owners, contacted them to place an order, or made an enquiry via telephone.
MSL gained an understanding of the typical customer journey and the procedures that teams should follow. The assessment
areas included…
Mystery shoppers recruited
Suitable mystery shoppers were recruited and fully briefed on what to expect. Where possible, shoppers who were already business owners were recruited. Otherwise, shoppers used ‘dummy’ company details (often using their friends or family’s’ businesses), so that they could portray themselves as genuine B2B customers. They were provided with scenarios which varied, allowing different elements of the business to be assessed. Scenario 01. Placing order for an out of stock item. Scenario 02. Asking for discounts. Scenario 03. Chasing deliveries.
Shoppers were tasked with making contact with the Springpack team via a telephone call. Shoppers had to make note of the details of their contact for example, how long the call was in total and how long it took to be answered.
On the day of delivery, shoppers were asked to call the Springpack contact team again and find out when their items were due to be delivered.
After the product was delivered, shoppers were asked to take photographs and upload these and their receipt to their online assessment form, where they provided feedback on their overall experience.
Outcome
trusted by
Scenarios