MAR Retail Evaluation

The Phantom Shop Company, a division of Millbank associate The Mar Consultancy, researches sales and service processes and practices, with a unique twist:

• customer expectation is the benchmark
  firstly define customer expectations, then;
  bridge any gaps in current process and practice to better meet expectations;
• a system to assist improve and control future delivery
  monitor performance;
  enhance coaching and counseling input to sales and service staff;
  ensure consistency going forward.

The Phantom Shop Company uses a range of tools:

• research
  original qualitative and quantitative research in the define, measure and control stages;
• capability planning
  identifying the capabilities required to fill any gaps in current processes and practices;
  capability documentation;
• process planning
  identifying gaps in current processes and practices and developing improvements;
• training and development
  developing and implementing training in support of improved processes, practices and capabilities.

Clients choose to enter the process at whichever stage is appropriate to their needs and to use the tools most applicable. For some, the need is a monitor to ensure consistent implementation of processes and practices already trained in to the distribution network. For others, understanding their customer needs or refreshing their understanding, is what’s required. For others it may be the entire framework requires implementing.