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
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.
A panel consisting of 60 Chinese makeup and skincare enthusiasts was created, with products such as foundations and facial moisturizers tested all year round
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.
Conducted a Central Location Test, with a sample size of 600
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.