Case studies

In order to improve the customer experience at the point of sale, SFR wanted to carry out mystery surveys in its stores to measure the quality of service, welcome and sales talk.

Is the Internet offer spontaneously prescribed? Are needs correctly identified?

SFR conducts mystery shopping

These are just some of the questions that Smice's mystery shopping service is able to answer precisely via factual indicators, which SFR can track over time.

Every month we send out our smiceurs, whether SFR customers or customers of competing operators, to test the ability of the sales staff in the 600 stores in its distribution network to highlight current offers according to customer profiles.

Thanks to Smice's mystery shopping, SFR's sales department is able to monitor its actions and increase its commercial efficiency by improving its performance indicators.

Mystery visits/year
Waves per year