Proof it works

Real brands. Real results.

From retail chains to hospitality groups — here's what happens when brands get serious about their customer experience.

Retail

National Fashion Retailer

The challenge

Mystery shopping revealed inconsistent greeting standards across 40+ stores, with 62% of shoppers reporting they were not acknowledged within 30 seconds of entering.

Our solution

Deployed monthly mystery shopping across all locations, built a real-time service consistency dashboard, and matched store managers with a retail communication training partner.

"We knew something was off but couldn't pinpoint it. Get It Good gave us the data and the fix — not just the problem."

— Head of Retail Operations

Results

+38%

Greeting compliance rate

91%

Customer satisfaction score

6 months

To full improvement

Hospitality

Restaurant Group (12 locations)

The challenge

Customer complaints about inconsistent service quality were rising, but internal feedback systems weren't capturing the real picture. Management needed unbiased, ground-level insight.

Our solution

Bi-monthly mystery dining visits across all locations, complaint trend analysis, and a targeted upskilling programme for front-of-house staff on service recovery techniques.

"The mystery dining reports were eye-opening. The upskilling programme turned our weakest locations into our best performers."

— Marketing Director

Results

-44%

Customer complaints

+29%

Repeat visit rate

4.7★

Average Google rating (up from 3.9)

Financial Services

Regional Bank (Branch Network)

The challenge

Branch staff were knowledgeable but cold — customers reported feeling like a transaction, not a person. NPS scores were declining despite product satisfaction remaining high.

Our solution

Mystery shopping focused on emotional experience metrics, a custom NPS tracking dashboard, and a partnership with a specialist financial services communication coach.

"We didn't have a product problem. We had a people problem. Get It Good helped us see it clearly and fix it fast."

— Customer Experience Manager

Results

+52pts

NPS improvement

96%

Staff satisfaction with training

Referral rate increase

Your brand could be the next success story.

Book a free consultation and let's talk about what's possible for your customer experience.

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