I was looking at a new client’s previous mystery shopping results. I was really surprised at what I saw. There were a number of training issues that needed to be addressed. However, because there was no tracking of the results over a period of time, just individual reports, there was no easy way to identify trends.
They organization is relatively small, but their provider should have been looking out for them. In a relatively brief period of time, I made a couple of suggestions that are already making a difference in their scores. I would expect that these changes will translate to a better customer experience, higher customer loyalty, and more sales.
If you’re not trending what you’re tracking you may be missing the whole picture!
