ISC-CX has launched a mystery shopping programme with Deichmann in Spain and Portugal to measure customer experience and improve service consistency across stores.
ISC-CX, a global provider of customer experience measurement and mystery shopping solutions, has partnered with footwear retailer Deichmann to launch a mystery shopping programme across Spain and Portugal to measure customer experience and maintain consistent service standards across its store network.
The programme will assess key aspects of the in-store experience, including customer greetings, staff availability, service quality, product consultation, sales interactions, and overall store standards. By capturing customer interactions under everyday operating conditions, Deichmann aims to gain deeper visibility into service delivery across locations.
The initiative reflects the growing importance of customer experience measurement in retail as brands seek to deliver consistent experiences across large store networks.
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Turning Customer Insights into Action
The mystery shopping programme will provide Deichmann with data-driven feedback on customer service execution and retail processes. The insights are expected to help identify best practices, support team member development, and uncover opportunities to enhance the shopping experience.
Through structured reporting and benchmarking, the retailer will be able to monitor performance trends over time, compare results across stores, and maintain service consistency across Spain and Portugal.
“We are delighted to support Deichmann with a mystery shopping programme that provides clear and actionable insights from the customer’s perspective. For large retail networks, understanding what happens at the store level is essential to maintaining service quality and delivering a consistent customer experience,” said Reinhold Auer, Managing Director, ISC-CX.
Driving Consistency Across Retail Networks
As retailers increasingly compete on experience as much as price and product selection, customer insight programmes such as mystery shopping are becoming valuable tools for understanding service quality and identifying operational gaps.
By implementing ongoing customer experience measurement, Deichmann aims to strengthen consistency across its retail footprint while ensuring customers receive a reliable and high-quality in-store experience.
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