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Mystery Shop Program Launch
Previously we examined best practices in taking action on mystery shop results. Obtain Buy-In From the Front-Line When mystery shopping initiatives fail to meet their potential, it is often because...
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Mystery Shop Key Driver Analysis
Best in class mystery shop programs provide managers a means of applying coaching, training, incentives, and other motivational tools directly on the sales and service behaviors that matter most in...
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Best Practices in Mystery Shop Scoring
Most mystery shopping programs score shops according to some scoring methodology to distill the mystery shop results down into a single number. Scoring methodologies vary, but the most common...
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What is a Good Mystery Shop Score?
This is perhaps the most common question I’m asked by clients old and new alike. There seems to be a common misconception among both clients and providers, that any one number, say 90% is a “good”...
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Best Practices in Mystery Shop Program Launch: Program Administration
In a previous post we introduced the importance of proper program launch. Best in class mystery shop programs provide a central point of internal administration. A central administrator manages the...
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Best Practices in Mystery Shop Program Launch: Pre-Launch Communication
In a previous post we introduced the importance of proper program launch. There should be no surprises in mystery shopping. A key to keeping all stakeholders informed of the mystery shop process is...
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Best Practices in Mystery Shop Program Launch: Post-Shop Communication
In a previous post we introduced the importance of proper program launch. Self-Help Resources Self-help resources typically take the form of a webpage housed on the mystery shop provider’s website or...
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Mystery Shop Sample Size and Customer Experience Variation
Mystery shop programs measure human interactions; interactions with other humans and increasingly human interactions with automated machines. Given that humans are on one or both sides of the...
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Use the Right Research Tool: Avoid NPS with Mystery Shopping
Net Promoter Score (NPS) burst on the customer experience scene 15 years ago in a Harvard Business Review article with the confident (some might say over confident) title “The One Number You Need to...
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Key Driver Analysis: Drive Your Core Customer Experience Objectives
Mystery shopping not in pursuit of an overall customer experience objective may be interesting, it may be successful in motivating certain service behaviors, but ultimately will fail in maximizing...
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