Blog Archives

Check out the Vigil TVC

9 March 2014

Check out the Vigil TVC and find out how to start a conversation with your customers in the technology of their choice with Vigil Immediate.

Easy Feedback & Insights Using Survey King!

15 December 2020

Do you struggle to find the time or have the necessary inhouse resources to canvas opinions, or develop customer surveys to gain important insights, that will benefit your business? You know you need to be doing something but can never… Read more

Why single number customer metrics are flawed

8 February 2019

The following is an abbreviation of an article written by Gerry Brown on 31 Jan 2019 ( In the world of business, and more specifically customer experience, the focus on single number metrics, whether that be NPS, CES or CSAT,… Read more

Vigil Intensive – enabling positive behavioural change that lasts

27 July 2017

“Highly engaged employees make the customer experience. Disengaged employees break it.” –Timothy R. Clark Customer service is one battleground that can’t be won without a good army by your side – but keeping your team engaged and working towards the… Read more

Some People Say That Customer Surveys Are Dead, They’re Wrong And Here’s Why

26 August 2016

Adrian Swinscoe, Forbes   I recently saw the headline of an article on called: The Deadzone: Why customer surveys are dead. Having a keen interest in customer service and experience, I was intrigued by the headline so I headed… Read more

Vigil Immediate for instantaneous feedback on customer sentiment!

5 August 2015

Single cause of company failure comes down to customer experience. Imagine a customer has just left your store. They comment on their experience using a technology of their choice. You get an immediate alert and stop a customer service crisis right in its tracks… Read more

It is as we thought all along!

21 July 2015

It is as we thought all along. Bricks and mortar are far from dead and will play a major role in any future retailing. We quickly forget we are humans first and foremost and can so easily get hung up… Read more

That’s Customer Feedback!

15 July 2015

You see a gorgeous girl at a party. You go up to her and say: “I’m very rich. Marry me”. That’s direct marketing. You’re at at party with a bunch of friends and see a gorgeous girl. One of your friends… Read more

A snapshot of current retail trends – this is good!

15 July 2015

“The only way to make sense out of change is to plunge into it, move with it, and join the dance.” – Alan Watts As we start a new financial year, I thought it worthwhile to draw breath and take a snapshot… Read more

Improve over the phone service or pay the price

10 July 2015

Customers are sometimes at the mercy of the retailer’s suppliers, especially when it comes to issues regarding warranty and service. Therefore, as a customer it is worthwhile to speak directly to the supplier before making a decision to purchase that… Read more

Create a sea of raving fans!

11 June 2015

If you want to build a strong, profitable company that people love to buy from, there are no secrets or tricks. What matters most is Customer Service. No matter what your company sells, you’ve got to provide appropriate Customer Service… Read more

Just popping down to my local Amazon shop!

27 May 2015

By Brian Walker   Change is the law of life. And those who look only to the past or present are certain to miss the future. – John F. Kennedy Over the last few years, we at Retail Doctor Group have… Read more

Coming out as a retailer

18 May 2015

by Dennis Price from Ganador Without exception we can attribute success or failure of a retail business to people. Even if we blame an extraneous event, it is not the event as such, but how the people react to the… Read more

Creating the right survey!

1 May 2015

When we strip away the glamor, the surveys we create and administer are nothing more than data collection platforms. Novice researchers may focus on basic question types, but as we expand our skills the more astute researcher realizes there are… Read more

Purchase decision influencers!

1 May 2015

Customer Satisfaction!

23 April 2015

“Businesses that use intelligent research to identify and understand their customers will always have an edge when it comes to delivering satisfaction. Happy customers will then be your champions, your advocates, and your spokespeople, therefore, customer satisfaction should absolutely be… Read more

The importance of bricks and mortar!

6 April 2015

  We have previously discussed the importance of bricks and mortar relative to online retailing, which is now a well-known trend. Initially there was much ‘angst’ and consternation by retailers concerned that pure play e-tailers would simply erode their business…. Read more

Turning the tables!

13 March 2015

by Stuart Bennie   In 2011, I wrote an article titled, ‘Multi-channel may not win online war’. This drew a sharp response, with more than 50 comments from around the world. According to Barbara Thau from Forbes, “massive store closings… Read more

Measuring ROI from digital channels!

6 March 2015

What Does The Customer Want?

6 March 2015

My family splits our grocery shopping budget between three and sometimes four stores. I won’t use their real names other than a category description. The fruit shop is our favourite. We like the selection, good quality, and interaction with employees… Read more

What are OUR customers saying?

2 March 2015

At HOED we work hard to satisfy our clients, however we also know we aren’t perfect. We value your opinion and would appreciate your feedback which will take less than a minute to complete. To show our appreciation you will… Read more

March special – a first for HOED!

2 March 2015

HOED is offering a 20% discount to existing customers running a mystery shopping survey in the month of March, who would like the option to run a ‘second’ wave or round in the same month. Existing programme pricing prevails for… Read more

2 March 2015

Receive practical advice and tips To further support and communicate your customer experience survey results, HOED is offering an online Webinar service. Because our survey results are actionable the opportunity exists to encourage positive change within your teams, by coaching… Read more

The year ahead – 2015!

12 January 2015

What should we expect in terms of how customers purchase and react in 2015? In our view consolidation of new technologies, purchase methods and delivery or collection of goods is well underway, and will continue at speed. New technologies are… Read more

Season’s Greetings from the Team at VIGIL

19 December 2014

The importance of Honesty and Authenticity for Brands!

20 November 2014

New studies issues by Cohn & Wolfe show that Trustworthiness and Authenticity  are two of the top five brand attributes for Millennials around the world, many of whom are skeptical about the ways in which brands market to them. Consumers… Read more

HOED Webinars to present survey results

7 November 2014

To further support and communicate your customer experience survey results, HOED Mystery Shopping NZ is offering an online Webinar service. Because our survey results are actionable we would like to use the opportunity to encourage positive change within your teams,… Read more

Online offering – how do you rate?

5 November 2014

As a reseller of goods and products it is essential that your ‘online’ offer matches your ‘offline’ capability (bricks and mortar locations). Essentially this means bringing together both your website and store/shop in a unified manner. When a customer is… Read more

Exit interviews can assist profitability!

5 November 2014

Using our Vigil platform and nationwide network of HOED interviewers (shoppers), we are able to provide a professional, non-intrusive approach to gaining immediate top-of-mind feedback from customers who have just visited a store or retail location, anywhere in NZ. We… Read more

Vigil’s sister company HOED NZ teams up with Consumer NZ

3 November 2014

HOED Mystery Shopping NZ is delighted to announce a new partnership with Consumer NZ. Consumer has introduced a Consumer Trusted programme which will be rolled out across the country. Hoed NZ will undertake the mystery shopping element of the process,… Read more


29 October 2014

The best shops from around the Upper North Island, and across New Zealand have been named in the Retail NZ TopShop Awards ceremony held in Auckland last night. Ziera Shoes in Broadway Newmarket was named not only the Overall Regional TopShop… Read more

Embracing showrooming!

24 October 2014

The following article has been written by Jon Bird (21 October 2014). At VIGIL and HOED we predicted showrooming would become an integral part of everyday retailing. The very last paragraph summarises the concept nicely. Over the last few years,… Read more


16 October 2014

  We recently questioned what it is that we do as a business and the ‘what’ we do became the focal point, as we discussed various service offerings and programs. We know ‘what we do’ and hopefully so do our… Read more

What about Email communications?

10 October 2014

  Receiving and sending email in a work situation has become fundamental and a primary requirement, yet it would appear that very little has changed regarding an individual’s ability to ‘manage’ their email. I’m not referring to technical in the… Read more

Bricks leading clicks

2 October 2014

  The following is reprinted on behalf of Inside Retail dated 30 September 2014 and is well worth reading. Instore sales are still the driving force behind retail sales despite the trend towards online shopping, according to a poll of more than… Read more

AMP Research Hub findings – very interesting!

25 September 2014

  Retailers searching for customer loyalty can look beyond freebies and reward points and involve shoppers in product and service creation, provide expert advice, and show authenticity, according to AMP Capital Shopping Centres’ 2014 Recommended Retail Practice Report (RRP). More than half… Read more

Are you emotionally intelligent?

14 September 2014

I’ve always been fascinated with the idea of emotional intelligence – the ability to absorb emotional cues and use it to guide behaviour. And the more time I spend in business (marketing in particular) the more it’s clear what a… Read more

Actions that reflect loyalty, according to consumers

11 September 2014

Adults are loyal to five or fewer brands, with their family most often placed with financial service providers and grocery retailers, finds a study conducted by Epsilon and Wylei Research. Consumers surveyed were most likely to define brand loyalty as… Read more

Customer Experience Management market to grow!

1 September 2014

Customer Experience Management (CEM) is the overriding concept driven from high competition among various industry verticals. The major differentiator is how well a business services their customer base. Gone are price / cost differentials, supply chain differentials and individualised product… Read more

Fake online customer reviews!

11 August 2014

The ongoing saga and court case over fake reviews on ‘Yelp’ have shone a spotlight on the growing importance (and hazards) of online reviews for brand reputation. The power of such customer reviews is undeniable. A recent study from the Nielsen… Read more

Customers want an experience that is as fast and as frictionless as possible. Conditioned by years of specials and discounts customers also want a good deal!

25 July 2014

Clients, like the canaries that were used in coal mines to detect lethal gas, are the best early predictors that a business is in trouble!

21 July 2014

In fact, they seem to sense that there are problems ahead well before the business leaders or owners do. The research conducted by Beaton Research+Consulting over a 10 year period has identified that independent measures of client satisfaction started to… Read more


21 July 2014

New York [July 15, 2014] – In the age of Big Data it is often assumed that the rational and analytical are the primary drivers of business decision making. A new study from The Fortune Knowledge Group and gyro, the… Read more

Engagement is what counts

30 June 2014

  Customers are no longer passive recipients of ‘push’ marketing’ and actively seek out companies that engage, listen to and act on, input from customers and prospects. Gone are the days of mass marketing, hoping to engage a small proportion… Read more

25 May 2014

The only core competency is LISTENING – Tom Peters  

Something to ponder…

25 May 2014

– 33% of consumers would recommend a brand that provides a quick & ineffective response (Nielson-McKinsey) – 17% of consumers would recommend a brand that provides a slow but effective solution (Nielson-McKinsey)

25 May 2014

“Your most unhappy customers are your greatest source of learning” – Bill Gates

Differentiate your business!

5 May 2014

As products and pricing homogenise, the customer experience is fast becoming the key battleground. And it is no longer a matter of providing good service at the time of the customer interaction. These days it is the TOTAL EXPERIENCE that… Read more

Voice of the Customer (VoC)

21 April 2014

The benefits are significant. By delivering an excellent customer experience is the most effective way for both B2C and B2B organisations to differentiate yourselves from the competition. How else do you really improve the Customer Experience without first finding out… Read more

Ask the right questions!

21 April 2014

The key to a successful Customer Experience Management (CEM) programme that delivers unique insights into just how and what your customers think and feel about your business, is to ask the right questions. This is not easy. Many think a… Read more

Confirming the need for real-time customer feedback!

9 April 2014

    In a recent study put out by Econsultancy/Sitescore the most effective tactic to-date for increasing CLV (Customer Lifetime Value) has been improvement to customer services (42% citing as a top-3 tactic), with personalized interactions (34%), cross-selling/up-selling (29%), more… Read more

Device Ownership Trends

4 April 2014

The rising penetration of both smartphones and tablets has been well documented. In its latest annual “Digital Democracy Survey,” Deloitte offers another perspective, finding that 37% of Americans aged 14 and older own a trio of devices – laptop, smartphone and tablet… Read more

Listen to your customers

25 March 2014

Now more than ever before businesses need to listen to and engage with their customers. Gone are the days when a business could rely on brand loyalty alone. I dot my cap to the older generation still abiding by this… Read more

Constant Feedback

24 March 2014

The smartphone revolution alone is having an enormous impact on the supply and purchase of products and services. Today some 60% of the New Zealand population are using smartphones, enabling customers to instantly price compare, rendering almost obsolete the concept… Read more

86% of customers are willing to pay more!

16 March 2014

86% of customers are actually willing to pay more for a better Customer Experience. Right now, the majority of companies are failing to make the grade as only one percent of customers claim that vendors meet their overall service expectations. Therefore investing… Read more

Vigil launches second TVC

9 March 2014

Vigil TVC2

Real-time customer feedback!

9 March 2014

Do you know what customers really think of your products and services? Vigil will help you find out. Call 0800 164470 or Request a Demo by visiting  

HOED Mystery Shopping launches new website!

5 March 2014

Vigil’s sister company HOED NZ is proud to announce the release of their newly redesigned website. The HOED team have been hard at work refining the website into an easily digestible and navigable site – just for you! The new… Read more

How customers respond to poor service

12 December 2013

Following is an interesting chart displaying various responses elicited from customers post a poor customer service experience. Based on a quick calculation we estimate 39% of customers plan NOT to purchase your products or services again (16%, 13%, and 10%)…. Read more

Here are six things about retail you may not have known:

30 September 2013

People spend 2.3 seconds on in-store brand decisions. Just over 90% of shoppers make unplanned purchases. About 70% of shoppers say they responded to end-of-aisle signage. Only about 25% off customers walk past halfway in the typical specialty store. Sales… Read more

Are You Just “Keeping Score” or Are You Changing the Game at the same time?

9 February 2013

A lot of organizations make the same mistake when it comes to Customer Experience feedback collection. Are you simply keeping score and a backwards record keep? It's necessary to internalize the learnings and make changes based on the insights. Instead… Read more

Research in Action

17 December 2012

The implications of the digital revolution and the proliferation of social media has created many pitfalls and opportunities for marketers. Perhaps one unexpected consequences of these changes is the capacity that consumers now have to react when companies fail in… Read more