NEWS18 January 2012

House of Fraser picks Grass Roots for mystery shopping task

New business UK

UK— Department store chain House of Fraser has appointed Grass Roots to run a mystery shopping programme across its network of shops.

Grass Roots will conduct regular visits to House of Fraser’s 61 stores, with shops that have higher footfall levels receiving more regular visits. Insight gathered from the mystery shoppers will be given to store managers who will then provide feedback to their staff.

Alison Seabourne, House of Fraser’s consultant staffing manager at House of Fraser said: “We have just redefined our vision as a retailer across our entire network. We are really keen to measure how this is working and to assess how frontline employees are interacting with customers to provide the desired experience.”

Grass Roots’ head of commercial relations Jamie Thorpe added: “We are really pleased to be given this opportunity with House of Fraser and look forward to driving service excellence across its group.”