Blog

People first: that is the credo of SNS, and of course we are big fans of that! With 200 stores throughout the Netherlands, SNS wants to be close to the people and their customers. The customer experience plays an important role in this. With mystery shopping research they want to get a better understanding of the customer experience and fulfill their promise. In January 2024 we started the first mystery shopping visits at 200 locations of SNS.

SOFACOMPANY Rotterdam wins the January Experience of the Month Award! Every month, our mystery shoppers visit thousands of stores. From all these visits, we select the most notable and customer-focused experiences! Jo Anne received the award in recognition of her amazing customer service and attention to pets.

De Pizzabakkers, a Dutch hospitality group with restaurants and To Go locations and now a well-known name in the Dutch hospitality landscape, welcomes lovers of authentic Italian pizzas with a matching glass of prosecco. With 35 locations in the Netherlands, and more to come, there is also a desire to gain a deeper insight into the guest experience. The focus here is on measuring all the steps of the guest journey and continuously improving it.

In the world of retail, there are so many questions to answer. Nowadays, (almost) everything is measurable, including customer experience. However, measuring experiences remains a challenge. There are many different research methods, each with their own advantages and disadvantages. With all these types of research and different KPIs, it can be difficult to keep track of what’s suitable for you. That's why we have listed the most important types of customer experience research, including their purpose and when to apply them.

We hereby announce the winner of the Experience of the Month award for December: Simon Lévelt in Amstelveen! With this award, we celebrate extraordinary customer experience and hope to inspire others. Our mystery shoppers visit thousands of stores every month, and the most exceptional experiences stand a chance! The 16-year-old Kerem Jongsma received the award, recognizing his excellent service to our mystery shopper.

Announced on Client Day 2023 and now launched: the new Secret View survey tool! Our developers have been working extremely hard so we can throw the countless Excel documents and the jumble of emails back and forth (just kidding, we love you Excel 😘) out the window. The new survey tool helps us collaborate smarter and faster to develop the best questionnaires. In this article, we'll explain what it is and how to use it.