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How Digital Technology changes
Mystery Shopping
Understanding the use of NFC,
QR Codes, Image recognition,
geofencing…
Company Overview
•  A global mystery shopping and loss
prevention company.
•  7 offices worldwide: Boston, Las Vegas, Italy,
France, Turkey, India and Argentina.
Mystery Shopping and Loss Prevention programs that are
complimentary to each other. We are a one-stop shop for all Loss
Prevention programs and Mystery Shopping services eliminating your
need for multiple vendors, which cuts down your costs.
Are we there yet?
A new way to work in the field
ü Collect more data on site
ü Generate efficiency with a
mobile tools for shoppers
ü Reinforce Quality Assurance
ü Communication with the field
ü Provide training
ü Resolve issues in real time
ü Recruit new Mystery shoppers
ü Report to clients
Mobility comes with constraints…
ü Need for a powerful back office
ü Only 50% of shoppers have smartphones
ü Costly multiplatform (iOS, Android)
development, deployment & maintenance
ü Network dependency (3G, Wifi)
ü Cost of sending data over the network
ü Need for asynchronous capability
Top 10 App features :
1.  Find and apply for MS Jobs
2.  Access training documents and
videos
3.  Date & time stamping of media
4.  Geolocation of shop visits
5.  Stopwatch
Top 10 App features :
6.  Record and upload sound, video,
photos
7.  Scan QR Codes / Tap NFC tags
8.  Use image recognition
9.  Manage “My Account” settings
10. Share app via social media/gamify
with points and rewards
Key Figures
3 M
NFC
Smartphones
In France**
89%
Of smartphone
owners know
about QR Codes
**Source : Orange, GfK
***Source: Smartphone Real World Interactors
study, Clear Channel & Posterscope, Avril 2012
55%
Smartphone
penetration rate in
Big-5 EU countries
as of Oct. 2012*
*Source : ComScore
50%
of Smartphones
sold in France are
NFC compatible*
What are contact-less technologies?
Technologies that allow a mobile terminal
to exchange data with an object, another
device or an information system, without
physical contact.
QR
Codes
NFC Image
recognition
Geofencing
What is “Near Field Communication” (NFC)?
•  Reader composed of : chip + antenna
•  Secure exchange of data between reader
and mobile terminal (which can also be
the reader)
•  RFID over High Frequency: 13.56 MHz
(10cm communication range)
•  NFC tags can be encoded over and over
again or locked for single encoding
•  NFC tag management platforms available
(encoding, printing, tracking)
•  Can and should be used in conjunction
with QR Code
Average time required to access content
Typing
a URL
QR Code
IR
NFC
27 sec. 7 sec. 2.5 sec.
What can we use “QR Codes”
and “NFC Tags” for?
•  Launching or
downloading a Mystery
Shopping app
•  Opening a field form or
survey for Mystery
shopping or customer
satisfaction
•  Opening an employee
reporting field form
Pros and Cons of “NFC”
PROS
•  Simplicity of use : « Tap » the reader
•  Access to content without launching an app
•  Interactive exchange
•  Security of the data exchanged
•  Secure transaction
•  Independent from lighting or print quality
•  Long life – no power needed
CONS
•  Small amount of data transferred
•  Need for NFC smartphones in the field
•  Low level of notoriety
•  Cost
What is “Image Recognition” (IR) ?
Technology based on the
analysis of the main
characteristics (shapes,
color) of an image in order
to index it and compare it to
known concepts or other
indexed images.
What can we use “IR” for?
•  Launching or
downloading a Mystery
Shopping app
•  Opening field forms
•  Product facing verification
•  Product price verification
•  Counterfeits and grey
market detection
Pros and Cons of “IR”
PROS
•  Simplicity of use : « aim your camera »
•  Can work on and offline
•  Very fast access to data
•  Efficient in difficult conditions
•  Works with video
CONS
•  Requires an app launch before use
•  Requires access to database of known,
indexed images
•  Maintenance of the database of images
and content
•  Cost of license
What is “Geofencing”?
A technology that defines a virtual
boundary (or geo-fence) around a real-
world geographical area. A radius of
interest is established that can trigger an
action in a mobile phone when the user
enters or leaves the defined area.
What can we use “Geofencing” for?
•  Alert Mystery Shoppers that MS or client
satisfaction jobs are available in the area
via “push notifications” or SMS
•  Alert Mystery Shoppers of changes,
updates, bonuses for a job
•  Trigger Customer Satisfaction surveys
Pros and Cons of “Geofencing”
PROS
•  Allows the automatic trigger of field
studies and surveys at the right time, in
targeted physical locations
•  Allows Geolocation of Mystery shoppers
for real time interaction
CONS
•  Battery life monger
•  Requires Opt-in for geolocation of users
•  Requires network connection or indoor
geolocation service
•  Cost of development or license
Some of the existing solutions
Conclusion
QR Codes & NFC tags
– Download apps
– Access survey forms (Customer Satisfaction,
Internal Audits, Employee Feedback posters)
Image recognition
– Product line-up, facing, price verification
– Loss Prevention
Geofencing
– Trigger surveys automatically (Client Sat.)
– Alert shoppers of ongoing field studies
Conclusion
•  A multi-app strategy is necessary
•  Apps should be multi-platform
•  All apps should have a powerful
back-office
•  Apps should be linked to Mystery
Shopping solution via connectors
•  Apps should be kept very simple,
efficient and fun to use
Conclusion
“Revolution” or “Evolution”
•  New shopper profiles
•  New product offering for our clients
•  New internal organization
The REAL revolution has yet to come!
Thank you!!
Laurent de Bernede"
President Europe North"
t. +33 1 82 83 16 64"
Laurent.debernede@hsbrands.com"

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MSPA Europe - How digital technology changes mystery shopping (nfc, ir, qr codes, geofencing)

  • 1. How Digital Technology changes Mystery Shopping Understanding the use of NFC, QR Codes, Image recognition, geofencing…
  • 2. Company Overview •  A global mystery shopping and loss prevention company. •  7 offices worldwide: Boston, Las Vegas, Italy, France, Turkey, India and Argentina.
  • 3. Mystery Shopping and Loss Prevention programs that are complimentary to each other. We are a one-stop shop for all Loss Prevention programs and Mystery Shopping services eliminating your need for multiple vendors, which cuts down your costs.
  • 5. A new way to work in the field ü Collect more data on site ü Generate efficiency with a mobile tools for shoppers ü Reinforce Quality Assurance ü Communication with the field ü Provide training ü Resolve issues in real time ü Recruit new Mystery shoppers ü Report to clients
  • 6. Mobility comes with constraints… ü Need for a powerful back office ü Only 50% of shoppers have smartphones ü Costly multiplatform (iOS, Android) development, deployment & maintenance ü Network dependency (3G, Wifi) ü Cost of sending data over the network ü Need for asynchronous capability
  • 7. Top 10 App features : 1.  Find and apply for MS Jobs 2.  Access training documents and videos 3.  Date & time stamping of media 4.  Geolocation of shop visits 5.  Stopwatch
  • 8. Top 10 App features : 6.  Record and upload sound, video, photos 7.  Scan QR Codes / Tap NFC tags 8.  Use image recognition 9.  Manage “My Account” settings 10. Share app via social media/gamify with points and rewards
  • 9. Key Figures 3 M NFC Smartphones In France** 89% Of smartphone owners know about QR Codes **Source : Orange, GfK ***Source: Smartphone Real World Interactors study, Clear Channel & Posterscope, Avril 2012 55% Smartphone penetration rate in Big-5 EU countries as of Oct. 2012* *Source : ComScore 50% of Smartphones sold in France are NFC compatible*
  • 10. What are contact-less technologies? Technologies that allow a mobile terminal to exchange data with an object, another device or an information system, without physical contact. QR Codes NFC Image recognition Geofencing
  • 11. What is “Near Field Communication” (NFC)? •  Reader composed of : chip + antenna •  Secure exchange of data between reader and mobile terminal (which can also be the reader) •  RFID over High Frequency: 13.56 MHz (10cm communication range) •  NFC tags can be encoded over and over again or locked for single encoding •  NFC tag management platforms available (encoding, printing, tracking) •  Can and should be used in conjunction with QR Code
  • 12. Average time required to access content Typing a URL QR Code IR NFC 27 sec. 7 sec. 2.5 sec.
  • 13. What can we use “QR Codes” and “NFC Tags” for? •  Launching or downloading a Mystery Shopping app •  Opening a field form or survey for Mystery shopping or customer satisfaction •  Opening an employee reporting field form
  • 14. Pros and Cons of “NFC” PROS •  Simplicity of use : « Tap » the reader •  Access to content without launching an app •  Interactive exchange •  Security of the data exchanged •  Secure transaction •  Independent from lighting or print quality •  Long life – no power needed CONS •  Small amount of data transferred •  Need for NFC smartphones in the field •  Low level of notoriety •  Cost
  • 15. What is “Image Recognition” (IR) ? Technology based on the analysis of the main characteristics (shapes, color) of an image in order to index it and compare it to known concepts or other indexed images.
  • 16. What can we use “IR” for? •  Launching or downloading a Mystery Shopping app •  Opening field forms •  Product facing verification •  Product price verification •  Counterfeits and grey market detection
  • 17. Pros and Cons of “IR” PROS •  Simplicity of use : « aim your camera » •  Can work on and offline •  Very fast access to data •  Efficient in difficult conditions •  Works with video CONS •  Requires an app launch before use •  Requires access to database of known, indexed images •  Maintenance of the database of images and content •  Cost of license
  • 18. What is “Geofencing”? A technology that defines a virtual boundary (or geo-fence) around a real- world geographical area. A radius of interest is established that can trigger an action in a mobile phone when the user enters or leaves the defined area.
  • 19. What can we use “Geofencing” for? •  Alert Mystery Shoppers that MS or client satisfaction jobs are available in the area via “push notifications” or SMS •  Alert Mystery Shoppers of changes, updates, bonuses for a job •  Trigger Customer Satisfaction surveys
  • 20. Pros and Cons of “Geofencing” PROS •  Allows the automatic trigger of field studies and surveys at the right time, in targeted physical locations •  Allows Geolocation of Mystery shoppers for real time interaction CONS •  Battery life monger •  Requires Opt-in for geolocation of users •  Requires network connection or indoor geolocation service •  Cost of development or license
  • 21. Some of the existing solutions
  • 22. Conclusion QR Codes & NFC tags – Download apps – Access survey forms (Customer Satisfaction, Internal Audits, Employee Feedback posters) Image recognition – Product line-up, facing, price verification – Loss Prevention Geofencing – Trigger surveys automatically (Client Sat.) – Alert shoppers of ongoing field studies
  • 23. Conclusion •  A multi-app strategy is necessary •  Apps should be multi-platform •  All apps should have a powerful back-office •  Apps should be linked to Mystery Shopping solution via connectors •  Apps should be kept very simple, efficient and fun to use
  • 24. Conclusion “Revolution” or “Evolution” •  New shopper profiles •  New product offering for our clients •  New internal organization
  • 25. The REAL revolution has yet to come!
  • 26. Thank you!! Laurent de Bernede" President Europe North" t. +33 1 82 83 16 64" Laurent.debernede@hsbrands.com"