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July 30, 2020

How to improve a 10/10 review

Certain things work certain ways. When you get on a plane (remember that?) you expect a safety briefing, the expected timing of the trolley cart, and precise announcements. It’s just the way it works. The same with hotels and AirBnB’s. You expect the bathroom to have tissues and soap. Here’s the anatomy of a private…

July 28, 2020

Scary hygiene statistics

What percentage of people are sanitising before entering a store? Here are the scary statistics from over 2,000 store mystery shopping observations.

June 12, 2020

How confident are COVID consumers?

It’s one thing to be “coming out of restrictions”, it’s another thing for customers to ‘want’ to be spending money. Will there be a rush to malls?Will there be a rush to other public places? We surveyed 670 consumers and found they are more skittish than you’d think. If you want the customers, make them…

May 29, 2020

COVID Hygiene affects sales

How much does a store’s COVID practices affect buying behaviour? 82% of our 700 consumers polled said they’d change their buying behaviours if not confident with the store’s hygiene. In my previous post I shared a poll showing that 63% of people are not confident in crowded places. Consumers reflect their caution in their expected…

May 28, 2020

Confidence in crowded places

Research showing that 63% of people are not confident in crowded places

May 21, 2020

Press Release COVID Sentiment

Sharing the results of a comprehensive consumer study into COVID-19 shopping behaviours and confidence.

May 21, 2020

Why did retail numbers have an 18% COVID drop?

Why did Australian retail sales drop 18% in March? The pantry peak and toilet paper peaks have passed. There’s not much left to buy. But there’s something else going on. There’s a total lack of confidence. As I described to John Stanley on radio 2GB (below), our research shows that 64% of Australians are nervous…

May 12, 2020

The latest State COVID rules for Australia

These are the latest state-by-state COVID-19 retail trading rules for Australia

February 20, 2020

Don’t be so warm. Sell.

Here are the real mystery shop results from a chain of fitness centres. If you asked the prospective customer what they thought of the service, they’d say. Awesome. 100% of people received warm service. BUT 62.5% of people were NOT invited to take up a paid membership. They are not closing. What’s the good of…

February 18, 2020

Be like Mike, or Obama

When are we personally successful? Do we have to be like the titans, like Obama, Jordan, Microsoft, Amazon? What do I benchmark my comparatively small mystery shopping company against? When is our business a success? What should we measure ourselves against? “Be Like Mike” became a meme after it first appeared as a Gatorade commercial…