I'm amazed at how many new clients come to us and when we review their evaluation, there's no mention of business flow or the number of customers who were actually using the location at the time. If an employee receives a poor score, you need to know what the environment was like.  If you could have fired a cannon through the store and not injured anyone, then there is an obvious problem.  Conversely, if the location was so packed that you couldn't hardly move about, you need to know that too! Don't set your employees to fail -- get the whole picture! Read more about ways to make your mystery shop / secret shop more effective at The Service Quality Department website or our High Definition Mystery Shopping website.