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| Who Are We | Our Services | A Global Advantage | GAPbusting Explained |
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Who we are: HistoryGAPbuster Worldwide's story is unique in the Mystery Shopping industry. It's about how an idea spawned an enterprise and methodology that today causes positive change in organizations all over the globe. The story begins with our Group Managing Director, New Zealander, Phil Prosser. In a previous management role, Phil witnessed how difficult it was to manage customers' experiences across a 600-store network. Phil's problem was this: how does a large organization, with locations spread nationally or even internationally, measure and achieve best practice service delivery in every one of its stores? Convinced that customer service would become an increasingly important market differentiator, Phil looked for a company that could measure customer experiences in each store regularly, consistently and cost-effectively. Unable to find such a service provider, Phil decided to create his own. In 1994, Phil left his employer and founded GAPbuster in New Zealand, initially a Mystery Shopping Company operating under license from Shop'n Chek Inc. Phil's Mystery Shopping vision was to broaden the scope of performance measurement, making it part of an improvement system. GAPbuster sought to match the product to clients' service strategy, and supply tools that facilitate its execution. The GAPbusting concept was born. "GAPbusting" relates to identifying the distance between the reality on the shop floor and a client's service goal - the "gap." GAPbuster's methodological framework, assisting clients to close, ('bust') that distance, came to be known as the GAPbusting system. In 1996, GAPbuster shifted its corporate headquarters to Melbourne, Australia, and continued to develop a rapidly expanding client base. Having become the leading mystery shopping service provider in the Asia Pacific region, the new millennium saw GAPbuster extend operations into Europe and Asia. GAPbuster Worldwide is today the world's leading Brand Experience and Mystery Shopping Agency. We work with some of the biggest, most successful brands in over 45 countries around the globe. We have offices in Atlanta, Copenhagen, London, Melbourne, and Tokyo, employing around 250 staff and a global field force of over 200,000 mystery shoppers. The coming years will see GAPbuster Worldwide rapidly extend operations and businesses in China. |
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GAPbuster ARTICLES - History of GAPbuster - In-Store Experience - Customer Loyalty - Locations of GAPbuster - Philosophy of Mystery Shopping - Managing Customer Experience - Performance Improvement Systems - Customer Service Improvement - International Benchmarking - Building your Brand - Global Operations - Global Partners - Local Experts - What is the Gap? - Systems Performance Improvement |
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