UK— Department store chain House of Fraser has appointed Grass Roots to run a mystery shopping programme across its network of shops. Grass Roots will conduct regular visits to House of Fraser’s 61 stores, with shops that have higher footfall levels receiving more regular visits. Insight gathered from the mystery shoppers will be given to store managers who will then provide feedback to their staff.
Alison Seabourne, House of Fraser’s consultant staffing manager at House of Fraser said: “We have just redefined our vision as a retailer across our entire network. We are really keen to measure how this is working and to assess how frontline employees are interacting with customers to provide the desired experience.”