Secret Shopper Report: Clapham, South London
An Aladdin’s cave
Since 2012, our Secret Shoppers have sought out the best (or worst) of GB’s natural health and lifestyle independents. This time our spy has travelled to Clapham, south London, to ask for help with jet lag, and healthy treats for children.
Store location: Clapham, South London
Issue enquired about: jet leg remedies, healthy treats for children.
First impressions
The store didn’t stand out as I was walking down Clapham High Street against the other shops apart from a rack of magazines outside on the street. It is nestled amongst a café and bar. However it is located opposite a set of very busy bus stops so it benefits from the passing trade.
The window display was limited to posters and information on natural health talks and products that were available.
Verdict: 5/10
Store layout
There was a huge range of products stocked in the store all grouped together according to whether they were toiletries and skincare, sports nutrition, VMS, snacks, cereals, superfoods powders, raw ingredients and refrigerated products.
Although the shop is quite small it felt like an Aladdin’s cave of natural and healthy treats. At the back the store felt dark and narrow but the rest of the store was quite light.
There was a good balance of products but no natural cosmetics available.
The main focus of the store was the counter on the right hand side of the store where the owner was available for advice and information. There was very little point of sale around apart from at the counter.
Verdict: 6/10
Personal attention
When I walked into the store the staff were all busy talking amongst themselves checking off stock lists and making sure stock levels were correct. At first this felt slightly rude, however it was nice to be able to browse without someone following you around.
When I asked for help the staff were very knowledgeable about what I should consider for jet lag and also how the products worked. When I asked about swapping children’s treats to healthier alternatives the owner took me to the area and showed me the options available. He was honest about what was popular with children and parents.
The store was very busy with people asking advice and the manager was discreet in speaking to each customer.
Unfortunately there were no baskets at the store so staff would help people carry their purchases to the checkout area.
Verdict: 7/10
Check out
The check-out was quick and painless and the price levels for the products were reasonable. I wasn’t offered anything additional or told about events or newsletters.
If I was passing Clapham again I would make a point of popping into this store.
Verdict: 5/10
Overall impression
The store was busy with customers asking for advice and buying products, it was well stocked and was like an Aladdin’s Cave of delights. The staff were helpful without being intrusive. I would go back and I would recommend it to family and friends.
Verdict: 7/10
Total marks: 30/50
Read the previous Secret Shopper report here...
Read about the winning store in the 2014 Secret Shopper Awards here...