Mystery Shopping
Unilever is the parent company behind over 400 of the world’s best-known household brands. But how do they maintain a consistent customer experience?
The Problem
Each Unilever Prestige brand has its own customer service team and operational set-up. Unilever commissioned Jacob Bailey to conduct website audits and mystery shopper research to provide insight on which Prestige brands are providing the best customer experience in the beauty category, and this was scored across a wide range of criteria.
