Retail Eyes will be assessing all aspects of HMV's customers' experience including speed of service, staff awareness of promotions and offers, and the overall in-store experience.
The news comes as many leading retailers expect lower customer foot-fall this Christmas, with competition from ecommerce even greater. HMV will use the research to improve its customer service in an attempt to retain a strong market position.
Retail Eyes' customer experience programme will comprise fortnightly mystery shopping visits, exit interviews and online customer satisfaction surveys.
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