82% of Shoppers Feel Ignored?

A recent survey conducted by Retail Active, a leading Mystery Shopping Company and Brand Auditing Service Provider has given us new insight into our main gripes as consumers about customer service on the high street.

82% of people questioned, agreed that the one thing they find more annoying than anything else when shopping is being ignored by staff. The general feeling is that people in the UK are getting more and more expectant that the service in our high street shop will be poor. Worryingly Retail Active's Mystery Shoppers agree that a poor service expectation is becoming the norm.

Julian Chamberlain, Director at Retail Active comments. "This survey is a really worrying result. We work hard with our clients to understand exactly how consumers feel about shopping in their stores or restaurants. Over 90% of consumers cite that service staff can affect the mood of the shopper. The smallest gesture can change the perception of the store, product and eventually the Brand. It was a wise man that said 'people buy in to people' , and its true. A smile or some eye contact whilst serving, although it seems so obvious can make such a difference."

If you are keen to have your say and help create a united front on Customer Service that Retail Active is looking for more Mystery Shoppers to join them in 2012. With more Mystery Shopping Jobs available then ever before, 2012 is really the time to sign up. For more information on how to apply, or if you are keen to employ a  Mystery Shopping Programme then please visit the website at www.retailactive.com.

Christmas Spending Survey 2011

Mystery shoppers like most regular customers are planning their own spending cuts this Christmas despite the desperate need to "Spend, spend, spend" to boost our economy. A survey by leading UK Mystery Shopping company and Brand Auditing Specialists, Retail Active found that four out of ten shoppers say they plan to spend less or much less on Christmas than last year. In fact some would go as far as to decided to 'not do' presents at all!

Retail Active's managing director, Julian Chamberlain said: "We asked 2000 people for details of their Christmas shopping plans and 1279 responded. Well over half (66%) said the uncertain state of the economy  made them worried about spending money on Christmas.

"Families say they plan to save on Christmas spending this year, wherever possible - with more than nine out of ten saying they are  going to spend at least 30% less than last year.

"Times are tight and our survey shows that people are resorting to selling belongings to raise cash, dipping in to savings and using credit cards for Christmas Purchases."

Discount stores and better planning by family's have allowed some to reduce their overall spend. Spreading the cost by starting shopping earlier in the year, is a technique referred to by many of the shoppers that responded to our survey.

Christmas is a busy time of year here at Retail Active, and there are lots and lots of Mystery shopping jobs available, and an ideal way to get the inside scoop on current promotions etc on the high street. If you are interested in our Mystery Shopper programme or have a requirement within your business, then please visit our website for more information and ways to get involved. 

Hamleys Instruct Retail Active

When the finest toy store in the world was looking for the best mystery shopping company in the world - they chose Retail Active, of course!

Julian Chamberlain, Managing Director at Retail Active comments, " We are all excited here at Retail Active about the addition of Hamleys to our client portfolio. This is a period of growth for Hamleys as they expand globally, and we want to be part of that journey to support them in ensuring the 'High Hamley Standard' is upheld in every store. Hamleys has always been a magical place for people of all ages and we recognise the importance of this brand to understand its customer experience."

A much loved favourite for children and adults alike - the London based Toy department store is going from strength to strength and on a journey of growth.

Retail Active is pleased to be working with Hamleys on their Mystery Shopping programme, which focuses on customer service, demonstrations, product availability and of course the overall experience.

Satisfied customers are a company's best asset. If you are in business and need to understand your customers better visit www.retailactive.com or email us for more information about starting a programme. We specialise in Brand Auditing, Mystery Shopper programmes and are one of the leading mystery shopping companies. We are passionate about the service we provide and strive to deliver excellence in everything we do.

If you would like to be a mystery shopper sign up at Retail Active.

Happy Christmas

Leading UK based Brand Auditing and Mystery Shopping Company, Retail Active, is getting ready for Christmas! A notoriously busy time of year for all of us in the Retail Industry and this year the pressure is even greater. Thanks to a very successful 2011, November and December will prove to be very busy for the Retail Active Team.

This means more Mystery Visits are available than ever before, so keep your eyes peeled for those exciting Mystery Shopping Jobs and get in touch if you would like to register with us. Why not tell a friend and get them to register too!!

Christmas is a crucial time for everyone in the Retail, Hospitality and leisure sectors, but with the current economy under pressure - there will be a big focus on trading results this year. More and more businesses are coming to Retail Active to experience our unique approach and focus on commercial improvements.

Running a Mystery Shopping programme is a compelling way to measure how staff interact and engage with customers, giving powerful and meaningful customer insight.

Julian Chamberlain, Managing Director at Retail Active says - Our carefully selected and profiled Mystery Shoppers give our valued clients unique visibility at the customer end of their business. It is at busy times, such as Christmas that successful operators embrace customer engagement to achieve the profitability levels required to sustain their businesses. British consumers will continue to shop in these hard times, but they will only go where they feel the custom is valued.

Customers are a company's best asset; to understand yours better this Christmas visit www.retailactive.com or email us for more information about starting a programme.

Land Securities contract Retail Active

As one of the UK's leading Brand Auditing and Mystery Shopping Companies - Retail Active, is proud to be working with leading Shopping Centre and commercial property developer, Land Securities.

Recently the two companies came together to discuss the opportunities to develop a best in class customer experience programme to take place at Land Securities Shopping Centres across the UK. A unique programme has been developed to assist Centre Management in delivering a world class customer experience.

Julian Chamberlain, Managing Director of Retail Active comments, "Land Securities are really leading the way when it comes to delivering a great shopping experience in the UK. They are dynamic and instrumental in bringing the shoppers into towns and cities across the country and assisting our economy. We are really pleased to be working with Land Securities and look forward to delivering their unique programme.

With such an impressive portfolio of centres throughout the UK this project enables our carefully selected and profiled Mystery Shoppers to provide invaluable feedback whilst participating in something they really enjoy doing. Retail Active is a Mystery Shopping Company that is keen to play its part in developing even more Mystery Shopping Jobs for our valued panel.

Many major cities have undergone a transformation in recent years, including Birmingham, Liverpool and Leeds. In part Shopping Centres have revolutionised the shopping experience and brought together all those key aspects of a good day out!

Engaging with your customers has never been more important; find out how retail Active can make a real difference to your business visit www.retailactive.com or email us for more information about starting a Mystery Shopping programme.

Mystery Shopping & helping to reduce Under-Age Purchasing

The UK's leading Brand Auditing and Mystery Shopping Company, Retail Active, has been making a fuss over under-age purchasing.

Unfortunately the UK is notorious for enabling teens and young people access to products and substances that are dangerous and can damage their health. Here at Retail Active we are working with retailers , conducting mystery shopper visits to identify how compliant their staff are on checking the identification of young shoppers.

A recent survey identified that just under 10% of 12 year old have had at least one drink. But a year later at age 13, that has nearly doubled to 19%. Most scary of all is that at age 15 more than 50% will have had an alcoholic drink at least once.

Together with our core team of mystery shoppers we have united to ensure that it will become harder and harder for young  people and teenagers to make purchases of alcohol, tobacco and potentially dangerous equipment such as Knives and glue. We have created unique mystery shopping jobs that purely check the compliance of retailers in asking for identification from ANYONE who looks to be under-age.

Julian Chamberlain, Managing Director of Retail Active comments, "we have a duty to our younger generations to protect them and speaking as a father I am whole heartedly behind any programme that looks to improve under-age identification. Here at Retail Active retailers can use mystery shopping as a tool to train and monitor their staff. After all selling these products to under-age shoppers in an illegal activity and identification needs to be enforced".

Retail Active is one of the best known Mystery Shopping Companies and operates throughout the UK and Europe.

Recruiting in the villages

Retail Active Needs YOU!

The UK's leading Mystery Shopping and Brand Auditing company, Retail Active is recruiting! Retail Active has thousands upon thousands of registered Mystery Shoppers who daily conduct activity on behalf of our client base, but we need more!

Due to our continued growth we are looking to enhance our panel of experts especially in villages and small towns that are less populated than others. Village life is completely different to large towns and cities, and having a good representation of these areas is critical for our clients.

We will be providing more and more Mystery Shopping Jobs in these areas, and we would love to have the village life point of view! If you are interested then please visit our website www.retailactive.com and follow the Mystery Shopper Academy.

Director of Retail Active Julian Chamberlain said "We are delighted that our growth has enabled us to provide more mystery shoppers jobs in these key areas, and although we are swamped with applications for registration - we still need more - Particularly in those less populated areas, and in small villages. So please get in touch! "

Retail Active is amongst the best when it comes to Mystery Shopping Companies in the UK - be part of a great team and undergo activity that is really rewarding and genuinely looks to improve Customer Service.

Retail Active is a leading Mystery Shopping Company in the United Kingdom and Europe.

Laura Priest joins the team!

Business intelligence and mystery shopping company, Retail Active are pleased to welcome a new appointment to the team as a Client Account Manager.

Laura Priest, who lives in Newbury, Berkshire, has been in the industry for several years and has over 4 years of dedicated account management experience.

She says she is looking forward to helping to build strong foundations with new business and to support and develop existing clients to maintain Retail Active's enviable reputation as the UK's most advanced mystery shopping companies.

Laura commented on Mystery Shoppers saying that 'Mystery shoppers are a fascinating group of employees to work with and it is a great feeling knowing that we can create more and more mystery shopping jobs through working with our clients, providing more work within this sector.'

Retail Active's client list already includes many household names in the retail, leisure, catering and automotive sectors - specialising mystery shopping and brand audit service.

Laura says: "This is a fantastic opportunity to build on Retail Active's unrivalled position in the industry and to provide the ultimate in client delight through consistent and outstanding service."

Retail Active's CEO, Julian Chamberlain said: " we believe standards of customer service have never been more important and this is a pivotal time for retailers."

"We are delighted to welcome Laura to the company. Her wealth of experience will help us to make our existing clients and new businesses aware that we are the first choice for mystery visits and brand auditing."

Retail Active Client wins Vegas ‘Best of Best’ Award

Retail Active client LIVERPOOL ONE has been awarded the coveted International Council of Shopping Centre’s ‘Best-of-the-Best’ award at the ICSC awards in Las Vegas.

This award honours outstanding examples of shopping centre development and services.

Liverpool One has worked closely with Retail Active, one of the UK’s leading Mystery Shopping Companies to implement an industry leading Customer Experience Improvement programme.

The recognition by the ICSC Awards is testimony to success of the programme and investment made.

 ‘Retail Active’ is proud to be part of Liverpool One’s continuing success and that the recognition of this award is directly linked to their role in the community and being a beacon for outstanding customer service.

Retail Active CEO, Julian Chamberlain said: “It is clients such as Liverpool ONE that set the standard for other key players in the retail world.  Not just in the UK but as beacons of success across Europe and internationally.’

Liverpool ONE’s commitment to Customer Service has always been unfaltering and our Mystery Shoppers have always enjoyed completing this programme.

At Retail Active Mystery Shopping, we are very proud to be associated with this programme and congratulate everyone at Liverpool One on achieving such a terrific result.

Retail Active is was founded in 2000 and is a leading  Mystery Shopping Company proving a wide range of services such as Mystery Visits and Brand Auditing, creating  Mystery Shopping Jobs throughout the UK.

UK Consumers Complain More

One of the UK’s leading Mystery Shopping Companies ‘Retail Active’ has surveyed a panel of 2,541 people over the past three months to identify consumer’s propensity to complain about shoddy goods and service.

Retail Active conducts an annual survey to track the performance of customer service and reports a further decline in service compared to a year ago. More than half of High Street shoppers say customer service has worsened significantly across all sectors of high street retailing.

This major new survey by the mystery shopping company Retail Active says 62 per cent of mystery shoppers think service in the UK has worsened over the past year.

We are complaining more about shoddy service – thanks to the Recession to the current economy in the UK

A record number from the Retail Active mystery shopper panel say they are prepared to complain about shoddy service more than ever before. Three out of four people polled in the survey said they won’t suffer in silence any more – and will stand up to sloppy staff.

Retail Active CEO, Julian Chamberlain said: “This fascinating survey has given us a revealing snapshot of the effect of the credit crunch, service on the high street and peoples likelihood to complain.

“One very interesting factor is that 73 per cent said they do complain about bad service. This is the highest figure we have ever recorded and it shows British consumers are no longer prepared to suffer bad service in silence.

“Nearly a third, 31 per cent, of shoppers polled said they complain more now than they did before the credit crunch!

“Eight out of ten shoppers went on to say they would refuse to shop again at stores with poor service.

“A significant majority say they also expect more for their money in the current economic climate.

“The figures show consumers are put off by bad service and are taking their business to retailers who offer better service and value for money. If retailers cut back on customer service and training, they do so at their peril.

Julian Chamberlain said: “Retailers are having to fight for every pound in tough conditions and just can’t afford to let standards of service slip any further. The survey shows that customers think the deterioration in service is due to lack of staff, de-motivation, lack of training and staff being unhappy. The majority of customers said they were upset most by discourteous staff and about being kept waiting.

Retail Active Mystery Shopping is one of the UK’s leading Brand Audit and Mystery Shopping companies. It creates thousands of mystery shopping jobs to monitor customer service standards for a wide variety of clients in the retail, leisure, automotive and travel sectors.

High Street Service Declines For Third Consecutive Year

One of the UK’s leading Mystery Shopping Companies ‘Retail Active’ has surveyed a panel of 2,382 people over the past three months to identify what shoppers think about the quality of service on the UK high street.

Retail Active conducts an annual survey to track the performance of customer service and reports a further decline in service compared to a year ago. More than half of High Street shoppers say customer service has worsened significantly across all sectors of high street retailing.

This major new survey by the mystery shopping company Retail Active says 73% per cent of shoppers polled think service in fashion retailing has worsened over the past year.

Eight out of ten mystery shoppers went on to say they would refuse to shop again at stores with poor service.

An astonishing seventy-four per cent said they were prepared to spend more in businesses where they receive great service.

Retail Active CEO, Julian Chamberlain said: “This remarkable survey has given us a highly revealing snapshot of the effect service has on the British buying public.

“Retailers are having to fight for every pound in tough conditions and just can’t afford to let standards of service slip. Mystery Shopping is an essential tool to help fight back and improve the service offered within the UK.

“One interesting aspect of the research is that 73 per cent said they do complain about bad service. This is the highest figure we have ever recorded and it shows shoppers are no longer prepared to suffer poor service in silence.

“More than a quarter, 28 per cent, of those polled said they complain more now than they did before the credit crunch hit!

“These findings will make essential reading for retailers. If they cut back on customer service and training, they do so at their peril. The figures show people are put off by rotten service and are taking their business to retailers who offer better service and value for money.

Julian Chamberlain said: “The survey shows that customers think the deterioration in service is due to lack of staff, poor training, staff being unhappy and de-motivated.

Retail Active is one of the UK’s leading Brand Audit and Mystery Shopper Companies. It sends out thousands of mystery shopper agents every year to monitor customer service standards for a wide variety of clients in the retail, leisure, automotive and travel sectors.

Further detailed information about the survey is available at www.retailactive.com

91% Buy British

Retail Active the leading Mystery Shopping Company has surveys a panel of 2,887 people during July 2011 to ask if they would buy British products in preference to imported items.

Overall there is a resounding seal of approval for items made and sold in Great Britain with a staggering 91% saying that their preference is to buy British whenever possible.

There were regional differences, with buyers in Scotland and Wales having a preference to buy in their home country before wanting to buy British produce in general.

Northamptonshire topped the list as the county most passionate about buying British.

The survey went on to ask 'if given the opportunity would they purchase British in preference to imported products' in specific categories. Organic produce, outdoor and leisure, food and confectionery all scored in the mid to high ninety percent. However electronics, motors, home and furniture all scored disapointingly with 62% saying they would make British goods their first choice.

A core theme that ran through the feedback was that is often too difficult to identify British goods. Where shoppers did identify UK goods they are prepared to pay a little more for them.

Retail Active went on to ask why people felt so passionate about purchasing UK goods, with pride in British capabilities, quality and the limited impact on the environment being top reasons.

Julian Chamberlain, CEO of Retail Active Mystery Shopping, says “this is a fascinating insight into the psyche of the British shopper. We live in a shrinking world, where interconnectivity and communications have given rise to the global economy. Many UK economists celebrate globalisation, claiming that the market is working more efficiently than ever. However according to our research most people would buy British goods as their preferred choice, a fact that some experts may have overlooked?

This is great news for manufacturers and producers up and down the land. Retailers can stock British goods in the confidence that they are likely to sell well and command a small price premium.

4th Generation Retail Audit Plan

Retail Active the leading Retail Audit and Mystery Shopping Company has launched its impressive 4th generation retail audit programme to critical acclaim from retail industry insiders and experts.

The Retail Active audit approach is arguably the most advanced and meaningful way to identify, measure and correct poor compliance issues and gain business intelligence.

Over the past six years we have spent time refining, improving and amending our systems and processes. The 4th generation programme is leaps and bounds ahead of anything else in the market. We have had our team of developers in Tallahassee, Florida and in the UK working to ensure that the new programme is completely intuitive and proactive in its output.

Clients that have need working with us over the past few years are amazed at how the system can genuinely track and prompt improvements based on their own bespoke criteria.

Julian Chamberlain, CEO of Retail Active Brand Auditing and Mystery Shopping, said "We are constantly looking at ways to improve and our 4th generation brand audit system and process is exceptional. Providing an audit service with flawless execution is essential, especially as we work with some of the most recognised and prestigious brands in the world". Retail Active provides a holistic audit service that is second to none, generating brand accountability at every level within our clients businesses.

Retailers working with us can expect:

• Full visibility of their brand portfolio
• The opportunity to compare the visual and financial brand performance
• Substantially improved brand management and marketing control
• A proven way to save hours of wasted management time, resource and costly overheads
  

High Street Summer Service May Disappoint

Retail Active the leading Mystery Shopping and Brand Audit Company has surveyed 3,485 people during July 2011 to ask if they expect service on the high street to deteriorate during the summer holiday period.

An overwhelming 84% of mystery shoppers said that based on previous experience they expect service to worsen throughout late July to early September.

As tough times set in, companies working on tight budgets may struggle to cover staff holidays with well trained replacements. Retail Active's shopper panel believe that this is a core reason why customers fear there will be an impact on the service they will receive.

Julian Chamberlain, CEO of Retail Active Mystery Shopping, says "the perception that service may suffer over the summer period is much higher than we expected. Retailers need to do all they can to ensure continuity of service with competent and trained staff. Wherever possible they must look to improve this during the crucial summer trading period.

If the anticipation of poorer service were to turn to reality there is an obvious risk to service delivery and trading performance on the British High Street.

Our survey highlights the significant benefits of diligently planning holiday cover and ensuring that they have well trained staff, capable of delivering great service with strong product knowledge."

Retail Active has tens of thousands of Mystery Shoppers working undercover on assignments all over Europe. Mystery Shopping is a vital tool for any business looking to improve their performance and build staff competence and profitability.

It's not all bad news though. Retail Active says that 38% of shoppers said they expect far worse service when away on their holiday than they would in the UK.

The Wacky and Wonderful World of Mystery Shopping

Retail Active the leading Mystery Shopping Customer experience agency has shed light on some of the exciting assignments clients ask them to conduct.

According to Head of Operations - Daniel Smart, Retail Active Mystery Shopping are regularly asked to assess the customer experience for some of the most wacky, weird and wonderful experiences you could possibly imagine. He says "You just couldn't make it up! Whilst on the face of it some of the company's mystery assignments may sound a bit strange, each one has a serious business purpose. Our clients expect the very best, that's why they come to us" .

"Over the last month we have been asked to test customer service at man-made beaches in shopping centres, fly off on holiday to test flights and hotels, attend conferences in Florida and dress as wealthy business people to check services at some of London's most prestigious venues. Perhaps one of the most striking jobs has been to purchase a boat valued over a million pounds. Unfortunately for the Mystery Shopper they had to cancel the order a couple of days later."

Retail Active has had an incredible year with trading significantly ahead of expectations. We work with some of the most recognised brands on the planet. Earlier this year the company moved to new prestigious offices at the internal Space Centre in Oxfordshire.

"It's an exciting time for our team too! Our business is very process driven, so being involved in special assignments that are fun and different makes the job more interesting and we love a challenge."

Commenting, Julian Chamberlain CEO of Retail Active said - "It may sound like a lot of fun. However, behind the scenes is an intensely serious business working hard to ensure that we deliver meaningful information that makes a lasting difference to our client's business performance."

Engage Your Team And Make A Real Difference?

Retail Active the Mystery Shopping and Brand Audit Company has surveyed 732 British companies to determine how motivated they consider their staff to be in the current economic climate. Staggeringly 497 (68%) of the companies participating in the research thought staff motivation was good but had no formal way of measuring corporate culture and employee satisfaction.

Asked if they had used Employee Satisfaction Surveys in the past, 24% said ‘never’ and 83% said they hadn’t undertaken a staff survey within the past 5 years.

Contrastingly, those companies had surveyed their staff do so on an annual or biannual basis, stating that understanding employee motivation and attitudes plays a vital part in delivering their corporate plan.

Whilst many of the companies surveyed had no tangible insight into the motivation of their workforce, those that had conducted research recorded a decline in employee satisfaction over the past year. However, businesses stated that surveying employees enabled them to react to their workforce dissatisfaction.

Julian Chamberlain, CEO of Retail Active Mystery Shopping, says “there has been an alarming decrease in staff satisfaction at companies up and down the country. Our survey highlights the significant benefits’ in understanding how ‘staff feel’ about the company they work for and what would make them become more engaged.

“Understanding customers and their needs has never been more important, in a market where they hold the upper hand. You can’t deliver this without a motivated and engaged team”

“More and more companies are turning to Retail Active for guidance on how to make Employee Engagement the cornerstone of delivering a memorable customer experience strategy.

Given Retail Active’s experience as a Mystery Shopping Company, we know just how critical employee engagement is to sustaining motivation and building commitment, whilst improving business performance.

How engaged are your employees?

Mystery Shoppers Wanted

Fancy eating in some of the UK’s best restaurants and getting paid for it?

Retail Active the top Mystery Shopping Company is looking for people to work undercover to assess levels of service in a chain of fine dining restaurants. This is a fantastic opportunity to visit restaurants in every part of the British Isles and eat gourmet food for free.

Retail Active’s CEO, Julian Chamberlain said: “This is a great opportunity to have a fantastic meal and to experience wonderful food in some of the most prestigious restaurants in the world.
“You will be treated just like any other guest – but secretly you will be making notes on your experience and treatment.

“All we ask is for an accurate and meaningful report, which will provide inside information on the standards of service and quality of food and drinks.

“You will have a great time and help to improve customer service.”

If this doesn’t appeal to you Retail Active offers mystery shopping in a wide variety of business sectors, from high street fashion and luxury holidays to coffee shops and fast food operations.

Retail Active is one of the UK’s leading Mystery Shopping and Brand Audit companies and has prestige partners in the Automotive, Food and Drink, Government, Hotels, Leisure, Retail and Travel sectors.

If you would like to become a mystery shopper, join us by completing the online application at www.retailactive.com

Retail Active - We are hiring!

Account Manager – Excellent Salary and Prospects

Retail Active the leading Brand Audit and Mystery Shopping Company is growing fast and we are looking for exceptional people to join us.

We’re looking for dynamic and passionate individuals who are used to working in a fast paced professional environment.

As Account Manager you will have outstanding presentation skills with the confidence to deliver our unique research in a compelling way. Primarily, you will be responsible for forging solid relationships with clients at all levels, providing them with key insights that will make a meaningful difference to their business performance.

In this role you be responsible for delivering new successful customer experience programmes, giving you unrivalled exposure to some of the world’s best known businesses. Previous experience of mystery shopping and brand auditing is essential, as is having a clear understanding of retail and hospitality environments. Operations Management experience would be extremely advantageous to your application.

This is a unique opportunity to join a highly regarded company with exciting opportunities for the successful applicant.

If you have the relevant background and would like to apply, please send your CV with covering letter to info@retailactive.com stating why you believe you should be considered for the job.

Center Parcs signs up Retail Active

Center Parcs have chosen Retail Active as their Mystery Shopping partner to assess service levels and staff behaviours. Following extensive trials the Oxfordshire based Mystery Shopping Company was selected for its capability and experience in being able to help make a real difference to company performance.

Commenting on the news, Julian Chamberlain CEO of Retail Active said, “We are very proud to work with such a distinguished business. The team at Center Parcs are passionate about making genuine improvements to their customer’s holiday experience. Knowing that there is a real zest to make positive improvements based on our research helps make our work so much more rewarding”.

A spokes person for Center Parcs added, “Our Mystery Shopping programme is a vital learning tool. The reports are with us in less than 48 hours, helping us make improvements straight away. We receive the feedback in a very constructive way, where we can measure behaviours through dynamic customer insight.

Retail Active has tens of thousands of Mystery Shoppers working undercover on assignments all over Europe. Mystery Shopping is a vital tool for any business looking to improve their performance. Mystery Shopping services help increase customer satisfaction, sales performance and build staff competence and profitability.

Retail Active Mystery Shopping operates in a range of diverse business sectors, such as Retail, Hotels, Automotive, Supermarkets, Cruise Operators, Restaurants, Pub Retail, Banking and more.

Arguably the Best Mystery Shopping Company in the World

Retail Active, the leading Mystery Shopping and customer experience agency is bucking the trend with continued growth and significant investment in people and technologies.

Following their successful move to the new £40m International Space Innovation Centre, Retail Active is expanding its workforce and business activities.

Trading at the Oxfordshire based Mystery Shopping and Brand Audit Company has been significantly ahead of expectations. Over the past 12 months the company has seen a 40% increase in turnover. Retail Active boast an impressive client list, having some of the most recognised companies in the world on their books.

Julian Chamberlain CEO of Retail Active puts the impressive performance of the company down to the whole team’s dedication to delivering excellence. “In a market where there are several companies offering a similar service it’s essential to have a point of difference. The Retail Active approach is to deliver flawless execution of our services - we just don’t accept sloppy practices”.

”I passionately believe that people make the difference. You can have the best systems, technology and processes in the world, but if you don’t have the right team in place you will never win. Our team are not just experts in their field; they are also a highly motivated force with the passion to provide every client with the best possible Mystery Shopping and Brand Audit Programme.

Commenting further Chamberlain said, “Each day we receive enquires from clients dissatisfied with the way they are being treated by other mystery shopping providers. We are here to welcome them to a new and better way of working, one where the client actually gets what is promised to them.

We have never lost a customer; it’s this that enables us to claim Retail Active is arguably the best Mystery Shopping Company in the world.

Blast Off at Retail Active Head Office

Retail Active the leading Mystery Shopping and customer experience agency plans to expand its workforce and has moved to new larger offices.

Retail Active has had an incredible year with trading significantly ahead of expectations. We work with some of the most recognised brands on the planet. To cope with the exacting demands of our international customers it is essential that we have the team and resources to deliver an outstanding service experience.

After careful consideration we chose the International Space Innovations Centre in Oxfordshire as the new HQ for Retail Active. The office has recently been opened by Prince Andrew the Duke of York following a multi million pound investment in technology and systems.

Our entire business relies heavily on the most advanced Mystery Shopping and customer insight system available. The Space Innovations Centre gives us the unrivalled advantage of being at the heart of the UK Space industry. This gives us added benefits of being able to use and share some of the tremendous technologies and facilities available on the campus. Already we have attracted some of the brightest talent in the country to join us in our quest to be the Mystery Shopping Company of choice.

In addition to being able to visit the state of the art offices, our clients will be pleased to know they can use our multi million pound conference facilities including the unique space wall, the largest video wall in the United Kingdom.

Commenting on the news, Julian Chamberlain CEO of Retail Active said ‘Now is the right time for us to move to the word class facilities that the Space Centre has to offer. Retail Active is a brand that delivers excellence and this is very much reflected in everything we do.

Our exciting growth plans for the future require our team to have the systems, facilities and environment to operate flawlessly.





The new £40m space centre monitors satellites in orbit; Retail Active’s new office is equipped with screens displaying high resolution images from satellites. Commenting, Julian Chamberlain stated that this unique facility provides Retail Active’s valued clients with the opportunity to launch Mystery Shopping and Brand Audit programmes with a difference!

Mystery Shopping Scams

Mystery Shoppers are being targeted by fraudsters, who are trying to cash in on this increasingly popular part-time activity.

Internet-based tricksters send tempting emails to would-be mystery shoppers asking them for personal information and bank account details.

Unsuspecting people, who want to earn extra income by monitoring customer service standards in retail businesses and public organisations, risk falling prey to a series of scams by bogus companies.

Potential victims are targeted by huge volumes of unsolicited emails on random lists.

The fraudsters have angered genuine Mystery Shopping companies, like Retail Active, which has a wide variety of clients in the Automotive, Food and Drink, Government, Hotels, Leisure, Retail and Travel sectors.

The company gets dozens of calls a week from people all over the world worried that they have been duped – or are about to be.

Retail Active’s managing director, Julian Chamberlain says: “

“We have received reports of people being asked for personal details, which are then sold off to use on marketing lists – or for other uses, such as fraudulently accessing people banks accounts.

“No reputable Mystery Shopping company would ever ask for money – so that is the first way to establish whether a company is genuine or not.

“Mystery Shopping is becoming increasingly popular and provides a valuable service to industry.

“We are very angry that fraudsters are trying to exploit people who genuinely want to help improve levels of customer service – and earn some much-needed extra income as well.

“We’ve drawn up a five point guide to help mystery shoppers avoid being conned.

1. Do not apply to be a mystery shopper through an email, list, club or agency. Always apply directly to mystery shopping companies.

2. All reputable mystery shopping companies provide online training as part of the application process. If there is no training then the likelihood is that you are being conned.

3. If in doubt phone. All genuine mystery shopping companies such as Retail Active advertise their telephone number and can be contacted directly.

4. Never, ever part with cash in advance. If you do then there is a high probability that you are being defrauded.

5. There are hundreds of thousands of active mystery shoppers in the UK, ask a friend if they are a mystery shopper. The chances are that they are or at least know someone that does. Ask them who the best mystery shopping companies are.

If in doubt register with mystery shopping company Retail Active at www.retailactive.com.

Restaurant " booby traps" make you eat and spend more

Diners tucking into a meal out have been warned to look out for cunning restaurant “booby traps” designed to make them eat too much and spend more money.

Flowery menu descriptions such as Granny’s Special Double Chocolate Cheesecake instead just plain chocolate cheesecake are often more expensive and can increase food sales by 27 per cent – according to new research.

The research by the business intelligence specialists and mystery shopping company, Retail Active, found that one major restaurant chain charges £1:45 more for an ice cream on Sundays, after dressing it up as a “Special Sunday offer.” Where in fact it is exactly the same food, just more expensive!

Retail Active also spotted an international hotel chain selling “Coffee with Stained Glass Window Biscuits” perhaps better known as Jammy Dodgers!

And descriptions such as Home Cooked, free-range, organic and locally-sourced are a minefield – they are covered by trade descriptions, but due to the fast paced nature of the restaurant industry they prosecution rarely take place.

Julian Chamberlain, the managing director of the leading business intelligence and mystery shopping company, Retail Active, says: “Restaurants have developed a number of skilful tactics to make diners overeat and spend more.

“Some customers would be horrified to discover just what they are eating. People who carefully select healthy items in their weekly shop have no idea what’s on their plate in a restaurant.

“Two major chains have been accused of selling “steak” from African cattle known as Zeebu. Whilst there is no law against this, there is an inference that they are selling Beef, regretfully for the consumer they are being sold something completely different!

“Chicken” can be reformed from mechanically removed meat, reshaped and processed to look like fresh chicken and “Scampi” may be reshaped bits of processed seafood left overs. “Crabsticks” may never seen a crab.

“If there isn’t a proper description on the menu – ask the server and see if they know what it is. If the restaurant company isn’t advertising the origin of the food – it’s probably for a reason.”

Julian Chamberlain says: “Menu writing is a highly crafted art, designed to fill the stomach and empty the wallet.

Most branded menu chains highlight lucrative, high profit dishes to catch the eye and staff are trained to sell them.

Some menus are so developed they use the profit highlighting tactic to hide low profit items they feel obliged to stock, but don’t want you to buy!.

Not just a pretty face - Customer service doesn't mean just being nice

The media has latched on to customer service as a hot topic – but industry professionals are asking whether this populist portrayal short changes the issue.

They say customer service is now a boardroom issue as companies realise that, in a tight market, it is an essential way to add value to their brand – without raising prices.

Companies like Oxford-based Retail Active, which sends out thousands of mystery shoppers every year to assess levels of customer service, say there’s more to creating genuine improvements in customer service than just highlighting shortcomings and naming and shaming.

Retail Active’s Managing Director, Julian Chamberlain says: “We are delighted that customer service is on the agenda. Our undercover agents do reveal a lot of areas where customer service can be improved – but what happens next is to apply a proven approach to delivering service excellence.

“First class and sustainable customer service is a structural issue within companies – not simply a case of identifying a few individuals who fall short of expected standards or of picking out poorly managed facilities.

“Good customer service is the lifeblood of any business. You want your customers to go away happy and come back again and again.

“It’s not difficult to sell something once – but to sell products and services to repeat customers takes skill and application.

“That’s why customer service is now a boardroom issue – not just a media talking point.

“In difficult trading conditions like these – customer service is the essential make or break ingredient between profitability or loss.

“Our aim is to permanently improve level of customer service and the expectations of consumers – so that, in future, everyone benefits.

“There are ways to achieve this and there’s no mystery about it – you have to follow the rules.

There is no one size fits all but we would recommend retailers:-

• Understand how customers experience your product offering – known as the consumer journey

• Identify the key touch points of the consumer journey – these are real moments of truth where there is an opportunity to exceed expectations, consistently and constantly

• Focus on delivering a flawless execution of service by designing strategies to maximise engagement of your identified moments of truth

• Use a regular customer service assessment programme such as mystery shopping to identify performance and what could be improved on

• Support your service strategy with bespoke and focussed training, taking care to ensure every level of employee understands what is expected of them

• Continuously review your ability to deliver great service

Mystery Shopping lets you fight back against bad service - and make money

Channel Four’s Mary Portas isn’t the only one to appreciate the value of mystery shopping.

There is an undercover army of ordinary people hard at work, reporting on bad customer service - and making money as well.

Leading Mystery Shopping Companies like Retail Active send out thousands of secret shoppers every year into leading High Street stores to make sure retailers are on their toes

And some of their agents even make a living out of it.

When 25 year old Jay Cox gets home after a day’s shopping – he counts up how much he’s earned.

Jay, from Exeter in Devon, is a full-time Mystery Shopper, carrying out undercover assignments all over the country, to assess standards of customer service.

He can appear unannounced in businesses ranging from High street retailers to posh South Coast Marinas - with a brief to buy a mooring for a luxury yacht.

There’s a James Bond touch too. He often carries a concealed digital camera with a pin-head sized lens hidden in his lapel or under his cap.

Jay, who left school with just a handful of c and d grade GCSEs, says Mystery Shopping can bring in up to £25,000 year.

He started part time six years ago – and went “professional” two years ago.

He says; “Employment prospects in Exeter are not good if you don’t have any qualifications – so Mystery Shopping is an ideal career choice.

“I enjoy being my own boss, I like working with people and I have a flair for technology.


“You have to be very organised and make careful plans to maximise the number of visits and minimise travelling expenses.

“When I work in London, I leave home at 4am to start work at 9,

“I can get in between four and seven visits per day.

“I pose as a customer and make detailed notes about the quality of the customer service. The biggest thing I’ve bought is a house.

“As well as getting paid, you get to keep some of the smaller items – but obviously I had to give the house back!!”

Jay, undertakes regular assignments for Britain’s market-leading Mystery Shopping company, Retail Active.

Retail Active’s managing director, Julian Chamberlain said: “Mystery Shopping is an ideal way to earn extra cash and enjoy shopping at the same time.

“It is perfect for people looking for a second income or for students seeking to make some much-need cash.

“We employ thousands of Mystery Shoppers. Few of them want to make a living like Jay – but his case does show that if you have drive and imagination- there is no reason why it shouldn’t be a full-time job.

“Mystery Shopping fulfils a vital role in retailing – by helping companies to constantly assess the quality of their customer service and to keep ahead of their competitors.

“All we ask is for our shoppers to be conscientious, articulate and able to recognise great service.

“You can experience top brands, restaurants, hotels and holidays – and help to make a real difference in keeping businesses on their toes.”


For others, becoming a mystery shopper is an increasingly popular way of topping up your income – and enjoying valuable perks like free holidays, meals at top restaurants and shopping expeditions to leading retailers.

You even get to keep some of the stuff you buy. You pick your own hours and make it fit with your lifestyle.


Linda Smith, 57, from Southampton had to pose as the owner of a luxury yacht and check out the exclusive facilities at swish South Coast Marinas, including their five star restaurants, when she took up Mystery Shopping.

She says: “It is a great way to earn some extra pin money and have some fun as well. I have never owned a boat but I had to read in great detail about the type of power boat I was supposed to have and be believable as someone who knew all about tides – so I could ask all the right questions. Then they asked me to visit all of their other Marinas, where they gave me the red carpet treatment every time.

Linda, who is a business studies teacher, says her experience as a mystery shopper is not only a profitable and enjoyable part time job – it gives her some good lessons to pass on the students.

“I’ve also had to check out the National Health Service by phoning hospitals and testing the quality of service delivered to patients. You always get a full briefing from Retail Active Mystery Shopping on the background to the job and the questions you need to ask.”

Fifty five year-old Sue Reed from Maidstone took voluntary redundancy from her job as a librarian two years ago and the money she earned from Mystery Shopping really helped to maintain her lifestyle.

Sue was already an experienced Mystery Shopper – covering assignments which included undercover visits to high street retailers, supermarkets, top restaurants and even taking holidays.

Sue said: “I was able to taken on more work for Retail Active Mystery Shopping. It was already a very useful supplement to my income – but after I left my job it gave me the freedom to be my own boss. I can take assignments to fit in with my personal life and it gives me more time to see my grandchildren.

“I get to eat in top restaurants, go on holidays and I’ve even been given gym membership – and I get paid as well.

“You need to be well organised, observant, objective and have a good memory. I have no intention of going back to a full time job now – my part-time job is all I need. It has always been an excellent way to earn extra cash.”

Retail Active’s managing director, Julian Chamberlain said: “Mystery Shopping is an ideal way to earn extra cash and enjoy shopping at the same time.

“Payment depends on the size and nature of the assignment – but we just have just paid some shoppers more than £200 for a single job.

“It is perfect for people looking for a second income or for students seeking to make some much-need cash.