As far as mystery shopping programs are concerned, integrity is everything; and this means the service provider, the mystery shoppers themselves and the data they provide to the client. How successful a program is all depends on whether associates buy into the program - since no program can work if associates do not believe in it.
Score Change requests are above 2% of total shops
If managers cannot believe the information the service provides them, they are not going to put it to use. You may see requests for score changes for any number of reasons - flat denials of information provided by mystery shoppers, avowals that an employee mentioned in the report no longer works there, etc. These requests can skew the data and render its value questionable.
Improved scores bear no relation to the opinions of your customers
If find that there is a lot of difference between what you see in your customer service data and what you are hearing from your mystery shopping service, then you should probably look closely at both sets of data. You will also need to evaluate how you are using this information and how each relates to the other. For instance, if you are seeing a significant improvement in your mystery shopping data but not hearing the same thing from your customers, then you might need to take a look at whether your mystery shoppers are genuinely qualified and whether they are correctly assessing things based on the criteria they should be using. If your program is working properly, the data they give you should mirror what you hear from your customers and vice versa.
Managers are talking among themselves about problems with the program
For a mystery shopping program to be effective, it requires buy in from store managers and staff. If store managers are gossiping amongst themselves about how the program is not working, you've got a problem. Frontline staff will quickly catch on, and the detrimental 'trickle down' affect will soon be obvious.
Everyone is using the credibility word
The dictionary describes credibility as 'capable of being believed.' The opposite of credibility is 'falsehood.' Credibility has become a big buzzword, used so often it's easy to forget how important a word it is. Did you ever hear the Shakespearean saying, "He doth protest too much?" Applied to credibility, if it's being thrown around like potato chips on a sandwich plate, perhaps it's time to step back a bit and find out:
a) they understand what credibility means
b) if credibility is genuinely the highest priority of the company and its employees
c) if everyone agrees that anything less than credible is completely unacceptable
A credible mystery shopping program derives raw data from objective experience. It is what it is and the numbers don't lie. To downgrade the program by skewing the data, complaining about the program or accusing the numbers of being false are warning signs that should not be ignored.
Score Change requests are above 2% of total shops
If managers cannot believe the information the service provides them, they are not going to put it to use. You may see requests for score changes for any number of reasons - flat denials of information provided by mystery shoppers, avowals that an employee mentioned in the report no longer works there, etc. These requests can skew the data and render its value questionable.
Improved scores bear no relation to the opinions of your customers
If find that there is a lot of difference between what you see in your customer service data and what you are hearing from your mystery shopping service, then you should probably look closely at both sets of data. You will also need to evaluate how you are using this information and how each relates to the other. For instance, if you are seeing a significant improvement in your mystery shopping data but not hearing the same thing from your customers, then you might need to take a look at whether your mystery shoppers are genuinely qualified and whether they are correctly assessing things based on the criteria they should be using. If your program is working properly, the data they give you should mirror what you hear from your customers and vice versa.
Managers are talking among themselves about problems with the program
For a mystery shopping program to be effective, it requires buy in from store managers and staff. If store managers are gossiping amongst themselves about how the program is not working, you've got a problem. Frontline staff will quickly catch on, and the detrimental 'trickle down' affect will soon be obvious.
Everyone is using the credibility word
The dictionary describes credibility as 'capable of being believed.' The opposite of credibility is 'falsehood.' Credibility has become a big buzzword, used so often it's easy to forget how important a word it is. Did you ever hear the Shakespearean saying, "He doth protest too much?" Applied to credibility, if it's being thrown around like potato chips on a sandwich plate, perhaps it's time to step back a bit and find out:
a) they understand what credibility means
b) if credibility is genuinely the highest priority of the company and its employees
c) if everyone agrees that anything less than credible is completely unacceptable
A credible mystery shopping program derives raw data from objective experience. It is what it is and the numbers don't lie. To downgrade the program by skewing the data, complaining about the program or accusing the numbers of being false are warning signs that should not be ignored.
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Mystery Shopping Companies Can Help You Reach Your Customers Expectations. ICC/Decision Services Can Help Your Customer Experience .
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