Who do you share your mystery shopping results with? The manager responsible for the office/store shopped? The employee shopped? This would be the case in most companies.
I would recommend that you resolve to share them with everyone in your company. Delete names and locations if the report is negative. (You don’t want to embarrass or identify people by name) In the case of 100% shops, you should write the employee shopped in bold red letters for everyone to see! There’s one CEO I know that writes in a red felt marker, “Congratulations Sam! Great Job! You’re doing what we need EVERYONE to do.” on every 100% shop, and posts copies of the report across the country in every office, where every employee can see them. This takes a little work part on her part. The messages are slightly different for each one. But the impact is tremendous. Whatever the minimal cost is to transport the color copies across the world is small in relationship to the dividends paid in increased employee performance.
What can you do to make sure every person in your organization knows the good, the bad, and the ugly of your secret shopper reports? Tell us in a comment to this post. If you’re fresh out of ideas, visit us at The Service Quality Department or ServiceQuality.US and get some ideas for free!
