Majestic Wine


Majestic Wine is a specialist wine retailer with over 200 stores across the UK. Majestic Wine prides itself on having a team that are truly wine enthusiasts (professionally accredited by the Wine and Spirit Education Trust – WSET) – always looking for exciting new wines and new ideas to share with their customers, as well as dedicated to providing the upmost customer experience.

The Proposal

As part of Majestic Wine’s ongoing commitment to the highest level of customer service, regular training is provided.

Majestic Wine completed a nationwide training exercising in summer 2017 and approached Tern to complete a one-off mystery shopping exercise to review if the new training was being implemented. This required visits to all stores throughout the UK on a single day.

Tern’s retail mystery shopping experts worked closely with Majestic Wine to design a mystery shopping survey that measured if the new training was being implemented and if additional training was required. This included mystery shoppers asking a number of set questions and carrying out a purchase at the end of the visit.

The Results

Following the one-off mystery shopping project – Tern has now been commissioned to carry out monthly visits to the Majestic Wine stores on an ongoing basis. The output of the mystery shopping visits will be used to measure key elements of customer services as well as enhancing the service offering in the future.

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