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More ways to maximize the effectiveness of your mystery shopping program
By Shawn Kiley
Your mystery shopping program can be as important to your organization as you make it. What you focus on, what you measure, what you clarify with your employees is what youre likely to get with your program. Keep this in mind as you review these tips for making the most of your mystery shopping program.
Let employees know the program is in place and what is expected of them - this alone will often change behavior
Promote extensively with signs, cards, etc.
Have a plan for publishing and using the findings
Realize that shop scores are more reflective of the organization than the individual
Always use reports in a positive manner to gain acceptance of the program
Use the reports to target training and operational adjustments
Share the evaluation form with employees and management before initiation - get their input on the evaluation
Evaluate only those things that can be changed
Use binary questions (yes/no) as much as possible
Use open ended questions to explain special circumstances
Use category summaries to easily identify key areas Phone, Greeting, Service, Demonstration, Facility, etc.
Use a point/scoring system for benchmarking and to track trends
Provide rewards for excellent reports
Until next time... Shawn
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