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.

Multinational Beauty Company

Objective

Several new products had to be tested in the one of our client’s most important markets – China.

What we did

A panel consisting of 60 Chinese makeup and skincare enthusiasts was created, with products such as foundations and facial moisturizers tested all year round

How we helped

Our interviewers monitored the experience of these women during the entire testing process, using WeChat as a discussion platform. Through our findings, we were able to identify the pros and cons of each product at the end of the study.

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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