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Venchi has been sharing the taste of Italy with the world since 1878, when Silviano Venchi began crafting chocolate in Vanchiglia, Turin. What started as one man’s passion has grown into a global brand—now offering 250 chocolate recipes and 90 gelato flavors across 70 countries.
Venchi turned to CustomerOptix Mystery Shopping to uncover service inconsistencies and pinpoint training needs across North American locations. They chose us for our tailored evaluations, service flexibility, detailed reporting, and actionable insights that drive real operational improvement.
Venchi rolled out our mystery shopping program across 17+ U.S. locations—with more on the horizon. The focus: service quality, upselling, cleanliness, and product knowledge. We partnered closely to build custom evaluation forms that align precisely with their brand standards.
Increase in Customer Service Consistency - Managers are actively using the mystery shop reports as a coaching tool, contributing to a more proactive and engaged service approach.
Added Accountability & Core Focus for Store Managers - Venchi incorporated the outcome of the visits as a KPI within the MBO (Management by Objectives) program for our Store Managers, reinforcing accountability and focus on service excellence.
“We truly appreciate the flexibility of the CustomerOptix programs and their team’s ability to tailor evaluations to our specific needs. It’s also helpful to have access to their incredibly large network of evaluators across North America.”
–Mariela Gonzáles, Retail Service Manager at Venchi
Venchi has had a boost in customer service consistency across locations. Staff are more aligned than ever with service expectations. The overall guest experience has become more reliable and standardized. Venchi saw huge improvements, including:
Our team has 25+ years of experience building scalable mystery shopping programs nationwide. Our network of over 1M verified evaluators will gather real-time insights through in-store, online, or phone interactions. Small businesses can discover the strengths and weaknesses of their operations through the lens of customers to see what’s working and what’s not.
On-Site Visits - Our evaluators will visit your store locations and assess your business based on your preferences, such as cleanliness, merchandising, and overall service.
Phone Interactions - Our evaluators will secretly interact with your team and can identify areas that require improvement such as wait times, product knowledge, and overall customer experience.
Online Experiences - If your customers use your website to interact with your brand, our evaluators will review your website usability and product experience to help you identify areas for improvement.
Once you build your program and submit your order, our evaluators will execute that program and report actionable data and insights. Your report will undergo a thorough QA review and be emailed to you quickly so you can discover where improvements need to be made. Contact our team of experts today.
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