Project Emerald – Motivational mystery shopping
12th June, 2014
Berners Marketing was commissioned to undertake a mystery shopping campaign across six practice areas over several months for a long-established law firm.
The managing partner of a long-established law firm with a number of offices commissioned a mystery shopping campaign as part of an overall strategic review of the client experience and enquiry handling.
As might be expected in a large practice with multiple offices, there were examples of good and poor practice.
Berners Marketing was commissioned to undertake a mystery shopping campaign across six practice areas over several months. The good practices were highlighted and heralded and the HR and marketing managers worked together to address areas of weakness.
In addition, the results of the mystery shopping campaign and the lessons learned formed the basis of the firm’s annual conference.