Results and Re-measuring

Information about your company’s service offering is extremely powerful. Often it is all you need to drive change. Once you have used mystery shopping to identify some key areas for improvement, the next step is to use this information to implement education, training or policies to transform those areas.

For instance, if you look at our case study on the following page, you will see one of the mystery shopping results for that company was that staff failed to mention the current promotion adequately, thus losing sales. Something fairly simple, but it contributed to increasing their sales by $10,500 a month.

Set goals with your staff and keep them active in the mystery shopping process

Keep staff active throughout the entire mystery shopping process. Using your results, work together with staff to set goals or create incentives if they don’t already exist. Once staff have solid, reliable feedback from a customer, it will be much easier for them to rectify issues in their day-to-day actions.

Re-measure once you have implemented changes

Your regular customers may have already started noticing any changes, and hopefully your sales have started to peak. Carrying out further mystery shopping evaluations will confirm that education, training and policies have resonated with staff, and that any operational issues have also been resolved.

Evaluations should ideally be conducted on a monthly basis, although budgets may only allow for quarterly evaluations.

Monthly evaluations allow the stores to:

• Build trends
• Not be swayed by one rogue result
• Have time to correct any problems before the next round of mystery shopping
• Ensure that staff are on the ball
• Reward staff more frequently
• Be confident in creating reward schemes that are based on a consistent results, rather than a one-off measurement

Read on to see a case study of one of our mystery shopping clients, and how results can affect sales...

Back to the Mystery Shopping page.