If you are considering a new secret shopper program, or just reviewing your current plan, you should look at the timing of when the observations are scheduled. Why? Your employees are creatures of habit. If they know that they’re shopped every two weeks, they will wait with anticipation for the first shop, and relax for awhile.
I’m a big fan of really mixing it up. Have shops occur at random intervals at different times of the day. Different days of the week. You want your employees to treat every customer like they are secret shoppers and take each customer interaction to the highest level.
Everyone will benefit; your, your employees, your customers, and your bottom line!
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