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2014 Town Centre Shopping Audit

Produced by the Economic Development (Economy)
Authored by Economic Development and published on 26 Feb 2015
Cost: £2,400.00

Summary

​55 town centre shops were mystery shopped and audited against a set of standard customer service criteria, between Saturday 18 October and Friday 31 October 2014. 

The average customer service score for the units surveyed was 73%, with the range of results between 33% and 97%. 

This compares with an average score of 68% for the same units surveyed in October 2013.

The purpose of the survey was to:

  • ​identify changes in performance from the 2013 audit
  • benchmark independent local retailers against larger UK franchises trading in St Helier
  • identify product and service provision gaps
  • identify staff training gaps
  • identify gaps in selling opportunities
  • measure the 'customer ordering experience' (eg the ability for customers to order items that are not in stock)
  • understand if there is a difference between the weekday and Saturday experience

Download the 2014 Town Centre Shopping Audit (size 656kb)
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