HOED specialises in measuring, analysing and reporting on the Customer Experience (commonly referred to as Mystery Shopping) across a range of industries. These include Finance, Retail, Services, Infrastructure and Government..

The information and insights HOED provides assists clients in driving sales training programs; incentivising staff; benchmarking against competition; achieve ‘best practice” in customer service and drive revenue growth. 15,000 train shoppers conduct audits nationwide and across New Zealand for some of Australasia’s largest brands.

Furthermore, HOED provides a number of Retail Audit services including Franchise compliance; price checks; promotional activity; queue length analysis; security checks and ‘Retail is Detail’ studies. The analysis and reporting via unique web based technology provides our clients real-time insights into how they are really treating their customers.