Cavallaro Napoli wins the Experience of the Month Award for September!

27/10/2025

Each month, our mystery shoppers visit thousands of retail and hospitality locations. From all these visits, we select the most remarkable, customer-friendly, or inspiring experience. In September, that honour undoubtedly went to Cavallaro Napoli in the fashion capital of Arnhem!

Not customers, but guests

The mystery shopper described the visit as “a true experience” and was full of praise for the service in the store: “The employee immediately understood which colors suited me and encouraged me to try on other products in those tones. She provided so many details that it was clear she had extensive knowledge about the clothing. I was truly impressed: it was a real experience to be approached this way and to see how much time this employee took to advise me.”

This personal and expert approach came from Tamara Goschnick, who has now been with Cavallaro for three years. She responded enthusiastically to the award: “So nice, this is what I do it for!” Tamara has worked in retail her entire life and still enjoys the daily contact with people:

“What I love about working here is that you really act as an advisor. We truly see our customers as guests, which makes the interaction much more personal. We have regular guests who even stop by just for a coffee, but also many day visitors on weekends. That variety makes the job so much fun.”

A research that really engages the team

“I already knew Secret View as a mystery shopper,” says Tamara. “So I was thrilled when I heard we’d be working with you! The questionnaires are super detailed, so you know exactly what’s going well and what can be improved. The way you interact with the customer is the most important thing, so this research really helps us with that.”

Area Manager Michel van Lier, who has also been with Cavallaro Napoli for three years, clearly sees the added value of the research: “For us, the survey is linked to a bonus system based on the average quarterly score. That really makes it come alive within the teams. The employees are motivated, and the results remain consistently strong. And if we do get a lower score, we know exactly what we can work on.”

Store Manager Pascal Gruben and store employee Twan Disbergen add:

“It’s great to receive such a detailed analysis. We read each questionnaire individually and pick out the learning points. We’ve worked with another mystery shopping company before, but that approach was much less targeted. The questionnaires from Secret View are far more detailed and therefore much more valuable. Because the entire customer journey is mapped out so thoroughly, you can work very specifically on areas for improvement. That makes the research extremely useful.”

Hospitality that makes the difference

Tamara’s tip for other stores? “Just be yourself! Treat your customer as a guest, that instantly makes the interaction more personal.”

The recognition as Experience of the Month is proof that attention, hospitality, and strong product knowledge truly make the difference for customers. Congratulations once again to Tamara and the entire team in Arnhem!