redquanta - mystery audit specialist
Post on 24-Oct-2014
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redquanta was founded by Pankaj Guglani, an alumni of MDI Gurgaon. Before starting redquanta, he has worked with Tata , Reliance and Times of India in critical positions. Pankaj also picks up occasional teaching assignments at various B-Schools. The core team at redquanta has deep expertise and experience in the field of mystery shopping and customer service experience management.
redquanta is Backed by top VC’s , super angels and the Morpheus. The board of directors constitute of senior IIM alumni.
We conduct different types of mystery shopping evaluations
Online audits Retail audits Competition audits Telephone audits
e-Commerce
Luxury Retail
Quick Service Restaurants
Food & Grocery
Optical RetailFinancial Services Telecom
Automobiles Speciality Retail Entertainment
Education Travel Jewellery Clothes & Fashion Accessories Books, Music & Gifts
Client’s logos removed for confidentiality reasons
What is Mystery Shopping?All organizations are always looking for ways to improve their competitive edge. One way is to look within and evaluate and another could be get the outsider to take a good look at you. Alternatively you already know what you are good at, but wouldn’t you love to know where you are not good at?
Mystery Shopping gets you that independent view for customer-focused businesses to see how well they're treating their customers.
You engage redquanta to audit your business
redquanta’s domain experts
study your business
processes
Our domain experts
prepare a questionnaire
We choose shoppers from a
pool of over 20,000 to match your
target customer
Our analysts study the data and prepare
findings
We present our findings to your management
team and identify revenue leakages and areas of improvement
Reports are sent to store managers to appraise them on
opportunities. Incentives are linked
to sales and customer service
The results show directly on your
top line and bottom line
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How it works
20,000+Shoppers
550+Cities
10+Countries
‣Objective & Real time reporting‣Quick export into Excel & PDF formats‣Trending reports across parameters‣Highly customizable dashboards‣Drill down into locations/ Track franchisees‣KPI Tracking
redquanta scores with Technology & Reach
Are customers happy with your ambience?
Are Cleanliness guidelines being followed in store?
Is there a complaint management process?
Are your front line staff polite and courteous?
Are you staff trained to up-sell and cross-sell?
Are your customer’s handed their bill after every purchase?
The market is competitive and the customer has choice
Where are you losing customers?
Are your Sale promos effective? What works
and what doesn’t?
are your front-line staff polite and
courteous? identify revenue leakages and
opportunities to grow top-line
is your delivery process effective?
Are customers happy?
are your customers repeat customers? What makes them
loyal?
is your pricing effective? Are
competitors winning on price?
is your store clean? are rest rooms
cleaned regularly?
customertouch-points
The redquanta difference:
#1
#2
#3
#4
ROI APPROACH
SCIENTIFIC DESIGN
REAL BUYERS
#5
ACTIONABLE DATA
Minimized MANAGEMENT BANDWIDTH
ROI APPROACH
SCIENTIFIC DESIGN
REAL BUYERS
ACTIONABLEDATA
MINIMIZED BANDWIDTH
Audits are an Investment and not an Expense
Get at least 10x return by tracking and measuring important metrics
ROI Parameters Base Data
Final Data Growth Normalized growth attributable to mystery audits
Revenue
Walk-ins/Conversion Ratio
Average Ticket Size
Customer Loyalty and Retention
ROI APPROACH
SCIENTIFIC DESIGN
REAL BUYERS
ACTIONABLEDATA
MINIMIZED BANDWIDTH
“Our Research Analysts and Domain experts design a scientific mystery shopping framework for you”
redquanta’s approach
Other’s approach
Bad Questionnaire design
Crappy Reports
Zero Insights
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ROI APPROACH
SCIENTIFIC DESIGN
REAL BUYERS
ACTIONABLEDATA
MINIMIZED BANDWIDTH
Authentic Reports
Increase in walk-ins and revenue
“Our shoppers are not job-seekers. They match your target market and are your real customers”
We don’t send someone earning 10k pm to audit
for your premium store
Our shoppers are your customers or will become your customers
for life. They match your
target market
ROI APPROACH
SCIENTIFIC DESIGN
REAL BUYERS
ACTIONABLEDATA
MINIMIZED BANDWIDTH
“Get real time actionable insights generated by our analytics team”
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15
30
90
Days
Days
Days
Days
Individual outlet report(from day of audit)
Fortnightly Analysis for quick reviewMonthly Analysis on Company’s performance
Quarterly Trend Analysis
We don’t dump raw data on our clients
ROI APPROACH
SCIENTIFIC DESIGN
REAL BUYERS
ACTIONABLEDATA
MINIMIZED BANDWIDTH
Store ManagersFor immediate action as they
are directly responsible for the performance of their stores
Zone ManagersTo understand performance at
each store and to take corrective actions
Middle ManagementFortnightly reports and insights on lost revenue opportunities.
To take action to improve profitability of outlets
Senior ManagementFor Strategic decisions on the
basis of performance/non-performance of a store. Inputs
on brand experience etc.
HR ManagersTo track performance of front-line staff and incentivize on the
basis of performance
Staff grooming and etiquette
improved by 34%
Ambience and Cleanliness levels
considerably improved. Rest
rooms well maintained
redquanta helped improve delivery performance by
23%
redquanta helped increase revenue
by 10%
Case Study #1Focus: Growth &
Profitability
Leading restaurant chain specializing in
rolls
Resultsredquanta helped the client increase their
revenue by 10%
Phase 1 - Identification Phase 2 - CorrectivePhase 3 - Continuous
Improvement
Average ticket size was low.
Started with 50% of their outlets 4 audits per month
each
Mystery Shopping process carried
out and shoppers provide feedback
across various sections
Reports shared with store
managers and staff. Incentives of front line staff linked to Sales and Customer
Service
Reports were initially sent to Senior
Management with analysis on revenue
leakages and opportunities for
growth
The efforts of new Promotions and discounts were validated and measured with
continuous audits
Ticket size per customer was
increase by over 25% directly
leading to topline growth of over
15%
3 weeks 6 weeks 12 weeks
Case Study #2A leading SPA and Saloon
chain wanted to plug revenue leakages and
improve upselling
Resultsredquanta helped the client increase their
revenue by 15%
The client’s audience is very niche and they wanted a pan-india
audit immediately to benchmark with global
service levels
The client is a leading car manufacturer in India. They wanted to audit their sales processes
They asked redquanta to do 120 audits in 10 days
The client was extremely satisfied with the analysis and
presentations submitted by our in-house team of experts. They have now requested us
to carry out audits on a regular basis for them
We mobilized a team of over 120 shoppers in 3 days across
various locations in the country. The audits were
completed within a week. The entire process was completed
in 10 days
“We are amazed with the level of energy in this
company (redquanta). The entire team showed an
incredible level of passion and their analysis was spot on!
Way to go guys.”-India head
Case Study #3A leading automobile
manufacturer wanted to benchmark their service levels and wanted the process to be
done in 10 days
Resultsredquanta was able to
deliver successfully in 10 days
Pankaj Guglani+91-9987226770pankajguglani@redquanta.com
Aishwarya Menon+91-9920398423aishwarya@redquanta.com
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