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Mystery shopping success story for an omnichannel experience

Customer story: Fnac Darty

The context: reinforce the market research

  • Founded in 2012, WeFix is the leading provider of express smartphones repairs in France. The brand has 59 shops in France and Belgium, where experts offer fast repairs services for the most popular smartphone. The company also offers a range of refurbished smartphones and accessories.
  • In September 2018, the Fnac Darty group announced that it would acquire a majority stake in WeFix.
  • For WeFix, the challenge is to accelerate the development of its network with dedicated corners within the group's shops.
  • For Fnac Darty, the interest is to position themselves as a smartphones repair specialist, and also to reinforce its engagement in the circular economy.
Customer case: our response to Fnac Darty's problem to evaluate the omnichannel experience provided by WeFix.

The objectives for this omnichannel study

  • User remote tests allow to test an omnichannel experience

    Validate users' perception and experience.

  • User remote tests allow to test an omnichannel experience

    Evaluate the whole customer journey - from online search to delivered service in stores - and identify points to optimize.

  • User remote tests allow to test an omnichannel experience

    Test experiences in different points of sales throughout France.

Study process and deliverables

Omnichannel user test : from online research to point of sale

  • Just like a remote user test for a website or an app, users follow a scenario with several steps and objectives. Some of them are online, others are offline. They live their experience in real conditions, then they report it step by step.
  • The user had to look online for the closest shop to their home, go there, ask for information about the repair of their smartphone, and then decide accordingly whether or not to go ahead with the repairs.
  • The user gives feedback about their experience, like accessibility and visibility of the shop, vendor's reception and efficiency, or the offer.
main feedback of the mystery shopping study
main feedback of the mystery shopping study

Deliverables

  • Feedback allowed us to confirm Fnac Darty's interest in WeFix and to validate financial hypotheses.
  • Simultaneously, optimization points were identified to make the experience even more attractive and maximize the return on investment.
  • Signage and visibility of the shop, availability of parts, or perceived price were the main areas of improvement.

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Fnac-Darty's testimony on its experience with Ferpection

Fnac Darty
"Ferpection allowed us, in an extremely short time, to verify that the customer experience offered by WeFix was aligned with the assumptions of our business plan."

- Régis Koenig, Director of Service Policy and Customer Experience, Fnac Darty