When you are looking over the mystery shopper’s reports for your organization, take a moment to look at who’s doing the shops. Are they the same shoppers? Every report?
The plus side of having consistent shoppers is that they know the observation by heart, and don’t miss any of the questions. The negative side is that they lose their objectivity. They don’t see things the same way they did the first time.
We generally recommend rotating secret shoppers so that the same person doesn’t repeat the same assignment more than once every six months or so.
Both The Service Quality Department and ServiceQuality.US are fortunate to have over 500,000 mystery shoppers worldwide, so this isn’t a problem for us. The same can’t be said for our competitors.
