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!