ESA Retail is the leading provider of retail insight services in the UK and Ireland, offering a range of services from price, promotion, space, range, availability and compliance audits through to large scale customer feedback surveys and mystery shopping programmes.
ESA Retail helps clients to better understand their customers by offering a range of services such as real time customer feedback, in-depth customer satisfaction surveys and integrated customer experience programmes.
We have the experience to help you decide which approach and survey method will best achieve your customer survey requirements.
We manage large amounts of information very quickly, delivering analysis and advice that enables our clients to improve the customer experience and thereby increase customer demand.
ESA is one of the leading mystery shopping companies in the UK and Ireland.
We have extensive fieldwork capability through our team of over 15,000 mystery shoppers, our executive teams have many years’ collective experience in managing projects across a range of markets and we employ industry leading technology for data collection and reporting.
With over 80% of retail sales made in store ESA Retail helps you find out the key drivers of demand and take action to improve your performance.
Collecting more than 1 Million facts every week, ESA Retail is the largest provider of in-store information in the UK and Ireland and our reach extends to 200+ countries.
ESA Retail is part of the BVA Family who are global experts in Customer Experience management and has forged a reputation as one of the pioneering research companies studying the behavioural science behind CX.
With our expert research and advice, we have forged a reputation as a market leader for large-scale price collection, auditing and mystery shopping programmes.
We believe that emotion is key to customer experience differentiation
Our unique mystery shopping programmes, will provide you with insight into your customers thoughts and feelings towards your company, helping you to discover what is happening, understand what this means and empowering you to transform your delivery by taking action in focused areas
We have built a panel of mystery shoppers covering the whole of the UK and Ireland.
Every programme and scenario is different and our mystery shopping panel includes a full range of demographic profiles to make sure that we can select the most appropriate shoppers for your specific requirements.
Our shoppers capture data in real-time using our ESA Mobile app.
This supports speed and accuracy of data collection and means that all data is time stamped and GPS tracked for quality assurance purposes.
Integrated image capture and upload capability means that valuable supporting information and evidence can also be captured during any visit.
Every survey we collect is checked and validated by our quality control team before it is signed off and released to our clients. Any queries are raised directly to shoppers via our field management team and resolved via a revisit if necessary.
Every survey completed for ESA is graded for accuracy, completeness and timeliness. These scores drive an overall grading score for each individual mystery shopper and allow us to select the best researchers for each job.
