“Out of any investment over the last 2 years, this is by far the most beneficial.”

Sharon Baker, INSTORE Insights


Our work for Instore takes us into restaurants located in Next, Homebase, Asda Living, The Range and Outfit. Top retailers trust INSTORE to run their cafés and restaurants and make sure their customers are happy and satisfied. INSTORE They earn that trust by consistently delivering a high level of service for both clients and customers alike.  INSTORE is an operating division of Compass Group UK & Ireland — one of the world’s leading foodservice providers.

The Proposal

INSTORE has built and modelled its customer experience programme around six key principals. The mystery shopping programme is configured to match these initiatives.

  • Safety First
  • We strive for sales
  • The customer is king
  • Our talent is our future
  • The product is hero
  • We look after the pennies

All Instore restaurants are visited on a monthly basis to allow INSTORE to drive up its service and deliver key messages to teams throughout the UK.  As a user of mystery shopping, INSTORE back up the programme with some superb initiatives to recognise and reward high performing teams and support those who are on the still improving.  This includes reinforcing a monthly message via a dedicated mystery shopping newsletter, creating mystery shop ambassadors when they have achieved a specific standard and providing rewards to those teams that hit a certain benchmark.

The Results

As a result of the mystery shopper programme INSTORE saw a 47% increase in upsell on average transaction value (ATV) sales with food orders at the till. In addition, they also saw an improvement in their Net Promoter Score (NPS score) from -14 to +37 which they attributed directly to the restaurant mystery shopping activity they undertook.

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