Sales, profitability and customer loyalty are directly affected by a satisfying customer experience and a consistently excellent delivery of your brand by front line sales and customer service staff. How do you measure your customer’s experience? Catalyst is Ireland’s leading supplier of Mystery Shopping programmes and provides you with key measures of sales service and customer service.

  

Measurably improved performance

Catalyst is the leading specialist of mystery shopping in Ireland. We provide companies and organisations with vital information about how to keep their brand promise.

Working with companies in many different industries and through all channels – retail, telephone or on-line – we provide services tailored to meet the demands of every brief.

With Catalyst you will be able to see precisely what your customers experience when they deal with your company through easy to read, actionable reports.

In showing you how your customer sees your sales, customer service and advisory processes Catalyst can identify key drivers that lead to increased sales, customer satisfaction and loyalty.

As an industry leader, with over 14,000 mystery shops completed, we also provide unique insights into how your business, brand or product can be improved through market research, training and other performance improvement measures.

Our team includes specialists in market research, marketing consultancy, and performance improvement to ensure that your mystery shopping results will lead to actionable plans.

Catalyst is a member of the Mystery Shopping Providers Association (MSPA) – the only internationally recognised association for companies committed to supplying mystery shopping services with a strict Code of Ethics.

 

MACAVITY – CATALYST’S MYSTERY SHOPPING SYSTEM

• Panel of over 2,000 profiled, active shoppers in the Republic, Northern Ireland and Britain.
• Mystery shopping programmes using typical customer scenarios
• Precise visit report questionnaire
• Unannounced visits
• Unique to Ireland and UK
• On-line access to collective reports
• On-line access to every store visit
• Management summaries
• 24 hour access
• Secure log-in for clients
• Password protected single and multi-level access for client management
• Email distribution of store visit reports and summary reports
• Email alerts to management triggered by exceptional scores  

 

EVALUATOR – CATALYST’S RETAIL AUDIT

To assist retailers achieve and maintain the highest standards of store operations Evaluator is an unannounced audit conducted by Catalyst auditors that measures the key components within a retail outlet:

• Evaluation audit of the presentation of the store and brand image
• Evaluations take place openly and with store management’s knowledge
• Evaluations are unannounced – no ‘prior notice’ is given
• Key measures include
  • Layout
  • Presentation
  • Branding
  • Merchandising
  • Promotions
  • Health & safety
• On-line access to detailed store audits
• On-line access to store/brand network summaries
• Management summaries
• 24 hour access
• Secure log-in for clients
• Password protected single and multi-level access for client management
• Email distribution of store audit reports and summary reports
• Email alerts to management triggered by exceptional scores

 

TRACKER – CATALYST’S RETAIL PERFORMANCE INDICATOR

Tracker measures and compares a retail brand’s customer service and sales service performance in the wider context of other brands.

Clearly shows strengths and weaknesses of a retailer’s service against other brands

• Key performance indicators measured and compared
• Compared against a current Catalyst database of over 5,000 mystery shop visits
• Multi-industry and sector database
• Reporting Shows:
  • Averages include all clients;
  • Average exluding single brand
  • and Average Excluding Outliers.