Known for classic couture like “the little black dress” and famed fragrance Chanel No. 5, Chanel has been a haute name in fashion and cosmetics for decades.
Chanel sought a mystery shopping partner that could deliver more authentic evaluators who mirror their current customers, in order to deeply evaluate the current customer experience at Chanel (and competitor) fragrance and cosmetic counters in department stores.
Confidential Consumer used a combination of deeply targeted mystery shoppers as well as geo-fenced programmatic ads to recruit “real” Chanel shoppers to perform service evaluations.
Mystery shoppers familiar with the luxury beauty and skincare industries highlighted areas for improved customer service via key customer experience metrics. Shop surveys identified competitive opportunity and consistency of the Chanel brand within the department store cosmetic category.