Case Study: Mystery ShoppingFlat Sales… But What Do We Fix?

Frustrated by flat sales, a national furniture retailer increased marketing efforts and expenditures. Their campaigns seemed to drive prospective customers, but sales numbers languished as field managers called for more training resources. Corporate management needed information to identify the nature and scope of issues to be addressed, so they worked with MSI to design a surveying program to assess their store level activities, employee performance, and operational execution.

The pilot surveys returned a picture of an organization whose culture of service and sales was uneven at best. A collaborative team was then assembled to explore new employee training, sales procedures, and employee recognition programs. The client has since rolled out a survey program across all locations, and uses the clear direction provided by our data analysis to strengthen operations chain-wide.

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