Beauty, Cosmetics & Personal Care

Case Studies

Mystery Shopping for High End Cosmetics Company

Objective

To evaluate customer satisfaction standard across the various channels through mixed method mystery shopping

What we did

Conducted 90 mystery shopping scenarios including enquiries and complaints were conducted across different channels of communication (email, calls and livechats) in both China and Japan

How we helped our client

Using a grid with strict customer service guidelines, we were able to assess whether the company’s customer service standards were met across various channels of communication.

Product Packaging Test for Beauty products manufacturer

Objective

To evaluation and compare the client’s new and existing packaging of their product

What we did

Conducted a Central Location Test, with a sample size of 600

How we helped

After evaluating existing and new product packaging, our client was able to take action based on our findings that highlighted the differences in consumers’ perception and brand recognition.

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