ISC-CX partners with Clayton to launch a nationwide mystery shopping programme designed to measure retail customer experience consistency and service quality across Italy.
ISC-CX, a global provider of omnichannel customer experience analysis and mystery shopping solutions, has partnered with Italian menswear retailer Clayton to launch a nationwide mystery shopping and customer experience evaluation programme across more than 100 stores in Italy.
According to the company, the programme is designed to measure service quality, customer engagement, and in-store experience consistency across Clayton’s retail network.
The initiative will evaluate customer journeys across both consultation and purchase scenarios, covering interactions from initial engagement through product recommendations to final transactions.
ISC-CX stated that the programme aims to help Clayton identify operational strengths, uncover service improvement opportunities, and maintain a consistent retail brand experience across all participating locations.
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“We are excited to support Clayton with a nationwide mystery shopping program focused on customer experience excellence. Consistent service quality and authentic customer engagement are essential elements for modern fashion retail brands, and our role is to make these performance indicators measurable and actionable,” said Reinhold Auer, Managing Director at ISC-CX.
Measuring In-Store Customer Experience
According to ISC-CX, the mystery shopping initiative will use structured evaluation frameworks and benchmarking methodologies to assess real-world customer interactions across stores.
The programme focuses on:
- Customer consultation experiences
- Product recommendation quality
- Service consistency
- Purchase journey evaluation
- In-store customer engagement
ISC-CX stated that analysing complete retail journeys helps brands better understand how customer service standards are delivered across distributed retail environments.
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Supporting Retail Service Optimisation
The collected data and reporting insights will help Clayton monitor operational performance and improve the delivery of the customer experience across its retail network.
According to ISC-CX, the evaluation process is designed to provide measurable insight into customer interactions while supporting long-term retail service optimisation strategies.
The company stated that consistent customer experience execution has become increasingly important as retailers compete on service quality and personalised engagement rather than product availability alone.
Growing Investment in CX Measurement
ISC-CX currently provides omnichannel customer experience analysis and mystery shopping services across more than 120 countries, supporting brands including Shell, McDonald’s, Nespresso, and Lindt.
According to the company, retailers are increasingly investing in CX measurement programmes to improve brand consistency, customer satisfaction, and operational performance across physical and digital touchpoints.
The Clayton partnership reflects the broader retail industry’s focus on measurable customer experience management, data-driven retail optimisation, and long-term customer loyalty strategies.
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