MALLS & RETAIL
FOOTFALL FOLLOWS THE EXPERIENCE.
Visitors may come for a store, but they remember the parking, the washroom, the helpdesk and the walk. We audit the complete visitor and shopper journey.
THE PROBLEM
A mall is judged by its worst touchpoint.
A great anchor store can't compensate for a confusing car park, an unclean washroom, or a helpdesk that shrugs. Visitors experience the whole property — and rate it as one.
Brands inside the mall have their own standards. Managing property services and tenant brand compliance together is where consistency gets hard.
THE JOURNEY WE AUDIT
Touchpoint by touchpoint.
- 01
Entry & Security
Greeting, screening, efficiency, courtesy
- 02
Parking
Availability, guidance, lighting, assistance
- 03
Wayfinding & Signage
Clarity, placement, condition
- 04
Helpdesk & Services
Response, knowledge, attitude
- 05
Store Interaction
Sampled retail service and selling standards
- 06
Facilities
Washrooms, housekeeping, seating, ambience
WHAT WE INSPECT
The checklist behind the report.
Every item maps to a checkpoint with an evidence expectation — nothing in the report exists without an observation behind it.
- Entry and security screening experience
- Parking — availability, guidance, lighting and assistance
- Signage and wayfinding standards
- Helpdesk response, knowledge and attitude
- Housekeeping and washroom standards across zones
- Food-court service observations
- Retail mystery shop — sampled store interactions
- Safety-service observations and brand compliance
EVIDENCE APPROACH
Findings are observations, not opinions.
Zone-by-zone facility observations with timings
Photographic evidence where permitted
Sampled retail interactions scored on selling standards
Visitor-journey structure, not checklist-in-a-vacuum
HOW THE AUDIT RUNS
From brief to report.
- 01
Scope the property
We map zones, services and journey checkpoints
- 02
Match the auditor
A retail/mall-experienced auditor visits as a visitor
- 03
The visit
A complete visitor journey across touchpoints
- 04
Verification
Internal quality review of evidence and report
- 05
Debrief
Findings, scores and corrective actions with management
SCORECARD EXAMPLE
What a scored report looks like.
Section scores roll up to one executive score. Every section score is the weighted average of its checkpoints — each tied to evidence.
Entry & Security
92
Parking
78
Signage & Wayfinding
88
Helpdesk
85
Housekeeping & Washrooms
81
Retail Interactions
90
ILLUSTRATIVE EXAMPLE — ACTUAL SCORECARDS ARE CLIENT-CONFIDENTIAL.
RECOMMENDED PLANS
Start here.
Mall Mystery Visit
Visitor experience across selected touchpoints
₹12K–20K/ location
Book Mystery VisitMysteryMall Experience 360
Complete visitor standards review
₹25K–45K/ location
Book Experience 360SOP / RevealedMall SOP Audit
Revealed service and facility-standard audit
₹40K–80K/ location
Book SOP AuditQUESTIONS
Malls & Retail audit FAQs.
See what your guests actually experience.
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