Introduction

In a competitive retail landscape, Dasher stands out with exceptional customer experiences. With shoppers expecting seamless transitions between online and in-store, service consistency is key. To stay ahead, Dasher relies on its Mystery Shopper Program and QA initiative to uphold the highest standards.

However, fragmented data and manual tracking once slowed progress. Clunky spreadsheets created bottlenecks, forcing the team to manage data rather than act on it. By adopting Lark, Dasher turned data from a burden into a competitive advantage—enabling real-time feedback, automated insights, and seamless teamwork. Now, every decision is faster, smarter, and laser-focused on elevating the customer experience.

Fixing the Mystery in Mystery Shopping: How Dasher Got Real Insights

Challenge

Dasher’s Mystery Shopper Program plays a crucial role in evaluating in-store customer experience, helping the company gather unbiased insights on staff performance, product knowledge, and overall service quality. However, before using Lark, managing this program was cumbersome. Feedback collection relied on spreadsheets, making it difficult to track submissions in real time. Coordinating with teams to act on the insights was slow, delaying necessary improvements in service quality.

Solution

By implementing Lark Forms, Dasher centralized the Mystery Shopper feedback process. All data is now stored in a single, easily accessible platform, eliminating the need for manual tracking. With instant notifications, the team can quickly review insights, address service gaps, and implement changes more efficiently.

Oliver, who manages Dasher’s Mystery Shopper Program, explains the transformation: "Before Lark, we were juggling spreadsheets for hours, and we couldn't tell when the shoppers would submit feedback—it was honestly a headache. Now, everything is streamlined, and it takes just seconds to share and discuss the results with the team."

This transformation lets Dasher channel its energy into elevating customer experiences instead of wrestling with data logistics. As Oliver elaborates: "Having the right information at the right time has made a huge difference in how I manage the program and support the team."

Keeping Quality High as Teams Grow: Dasher’s QA Overhaul

Challenge

Ensuring consistently high customer service standards means customers always get consistent & top-notch service. To achieve this, Dasher's Quality Assurance team methodically assesses and trains its customer support agents in order to:

• Develop personalized training materials based on each agent's individual strengths & weaknesses

• Recognize & reward top performers, motivating them to maintain high standards.

In the bigger picture, QA is key to keeping our customers happy, building loyalty, and ensuring we deliver great service—it’s the backbone of Dasher’s success!

However, their prior reliance on spreadsheets had critical limitations:

• Lack of advanced permission settings, making it difficult to restrict access to sensitive data.

• Inefficient filtering, requiring manual adjustments that slowed down analysis.

• Limited scalability, as creating separate files for each agent became unmanageable as the team grew.

  
  

Solution

With Lark Base, Dasher resolved these inefficiencies by consolidating all performance data in a single, scalable platform. Lark’s advanced permission settings allow agents to view only their own scores, enhancing data security while maintaining transparency.

Xavier, Dasher’s customer service QA lead, highlights a key improvement: "Excel permission setting is quite primitive. I needed agents to see only their scores in one file, but Excel lacks the ability to restrict access per user. The workaround was creating individual files for each agent, but that wasn’t scalable. Lark Base solved this instantly."

Multiple customized views enable quick performance analysis without repetitive filtering, significantly improving workflow efficiency. Automated chart generation further streamlines insights, allowing managers to focus on coaching and performance enhancement rather than manual data processing.

"Unlike Excel, Lark Base automates the creation of charts and graphs. Any new scores I input are instantly reflected, saving me a significant amount of time," Xavier adds. "I love how I can create multiple customized views and switch between them with ease. For example: I can have 1 view for all data and another view only for a specific agent. No need to consistently change filters unlike Excel."

Centralizing the workspace with Lark Moments and Wiki

Challenge

Previously, information was scattered across multiple platforms—local folders, OneDrive, and Google Drive—making it difficult to keep policies updated and ensure staff had access to the latest versions. Moreover, employees interacted with each other over emails. But this felt too formal. There was no easy way to share updates, and information remained siloed within small groups.

Solution

Lark’s Wiki lets store staff now have a single source of truth for up-to-date SOPs, commission structures, and store guidelines. Managing SOPs during staff transitions is seamless, allowing new hires to quickly access relevant processes. When materials are updated, everyone receives the latest version instantly, eliminating disorganization and version inconsistencies.

With Dasher Space as the company’s social media hub, updates are now engaging, fostering a sense of belonging and boosting employee interaction. Lark’s features—replies, sharing, emojis, and more—make communication effortless, ensuring announcements reach everyone instantly while strengthening company culture.

Conclusion

With Lark, Dasher has centralized collaboration and built an interactive social hub where employees can easily share updates, collaborate, and stay aligned. Moments and Wiki ensure that company-wide information is always up to date, accessible, and engaging—fostering a more connected and efficient workplace.

Beyond internal improvements, this transformation has had a direct impact on customers. By streamlining operations around real-time customer feedback and service management, Dasher’s team can now focus on making data-driven decisions that put customers first—delivering faster, more responsive, and better experiences.

As Dasher continues to grow, Lark is proud to support its commitment to customer satisfaction and operational excellence, providing the tools to scale with confidence.