Evaluating Store Customer Experience
Find which stores hurt your customer experience
Data Stories LabInteractive dashboard44 stores · Malaysia
78%
Overall Score
83%
Promo Execution
64%
Upgrade Quality
69%
Compliance Rate
Customer Journey Scores
Score % by journey stage, weakest at purchase and exit
Source: Mystery shopping assessment, 43 stores.
Performance by Booking Channel
Average score % by how the visit was booked
Source: Mystery shopping assessment, 43 stores.
Strengths
Friendly staff interactions, easy booking process, and strong first impressions drive positive customer experiences.
Areas for Improvement
Promotions not consistently mentioned, lifestyle questioning missing, and medical aid benefits under-explained.
92%
First Impressions
92%
Booking Experience
88%
Eye Test Quality
63%
Purchase & Exit
Detailed Journey Stage Analysis
Score % across eight individual touchpoints in the visit
Source: Mystery shopping assessment, 43 stores.
Weekend vs Weekday Performance
Average score %, weekend visits edge ahead
Source: Mystery shopping assessment, 43 stores.
Time Period Performance
Average score % by time of day, night visits lag
Source: Mystery shopping assessment, 43 stores.
69%
Promo Mentioned
31%
Upgrade Offered
63%
Promo Explained Clearly
36%
Brand Match Discussed
Promotions & Upgrades
Share of visits where promotions were raised and explained
Promo Mentioned
Promo Explained
Source: Mystery shopping assessment, 43 stores.
Compliance Checklist
Score % by compliance item, promo bag and medical aid critical
Source: Mystery shopping assessment, 43 stores.
Compliance Details
Item-level compliance scores and status
| Compliance Item | Score | Status |
|---|---|---|
| POS Visible | 80.62% | Good |
| Handover Completed | 76.74% | Good |
| Promo Bag Given | 11.63% | Needs Attention |
| Medical Aid Checked | 6.98% | Critical |
Source: Mystery shopping assessment, 43 stores.
43
Total Stores Evaluated
12
Top Performers (>85%)
26
Needs Improvement (60-85%)
5
Critical (<60%)
Score Distribution
Count of stores by performance band
Source: Mystery shopping assessment, 43 stores.
Performance by Location
Score % for the strongest individual locations
Source: Mystery shopping assessment, 43 stores.
Top & Bottom Performing Stores
Overall, promo execution and compliance for the extremes of the network
| Store Location | Overall Score | Promo Execution | Compliance | Status |
|---|---|---|---|---|
| Pavilion | 100% | 150% | 100% | Excellent |
| La Lucia Mall | 100% | 150% | 100% | Excellent |
| Fourways Mall | 100% | 150% | 100% | Excellent |
| Kimberley | 66.67% | 87.5% | 48.89% | Needs Coaching |
| Pine Crest Centre | 43.33% | 6.25% | 77.78% | Critical |
Source: Mystery shopping assessment, 43 stores.