McArthurGlen Designer Outlets

Our project focused on the need to improve service quality and create shared standards to ensure an excellent customer experience. We developed two Guest Experience Manuals for the departments, providing clear guidelines and behavioural rules for effective guest management.

To measure and improve the customer experience, we conducted mystery audits and mystery calls, analysing every aspect of customer interaction and identifying areas of strength and improvement. At the same time, we supported staff on the job, helping talented individuals to grow professionally and align with service standards.

Thanks to this integrated approach, McArthurGlen was able to consolidate processes, raise service quality and strengthen the culture of excellence within the Noventa di Piave outlet.