Companies involved in a mystery shopper program are actively taking steps to improve their business. But, how do you know if the mystery shopper program is really being used effectively? Is it being implemented to its maximum potential to improve your business?
The top five signs a mystery shopper program might be doing more damage than help.
Managers and Your Employees Frequently Dispute the Findings
Occasionally managers or employees will dispute certain findings in a report. There could have been extenuating situations that led to the poor customer service. However, when managers and employees dispute the findings time and again, the business might need to reconsider the program it hired and its provider.
You need to take a closer look at the data reported in order to find any irregularities within the program and how it is being conducted. Also, be sure to check the standards the provider uses is appropriate to capture the results you are wanting.
The Scores Are Not Consistent
An all inclusive assessment of your customer service needs normally includes additional methods to collect data, such as customer service surveys. The surveys come directly from real customers reporting on their experience of sales personnel, the store itself and the service they received.
But if your mystery shopper program reports a large discrepancy against your customer service reports, the company might want to take a look at both methods and how each set of data is being measured against one another.
Suppose your data from customer service surveys shows the customers are extremely satisfied in employee performances but the program reports data that says the customer is very unhappy with service. In this case, the company would be smart to reassess the provider qualifications and review how the shoppers are assessing the criteria. Data from all sources collected should closely reflect and support each other.
Your Provider Swamps Your Desk With Added Work
A successful shopper program increases the company productivity and does not slow it down. Your program is not meeting needs of the company if page after page of unexplained data and work volume and paperwork has increased.
The provider should never bombard the company with pointless piles of paper. They should be doing their part by presenting detailed evaluations and reports to help the company develop a plan for making positive, profit making changes.
The ROI Is Blurred
Do you know how the mystery shopper program is having an affect on your profits and sales? Has the provider made it clear how the data they gave you should be used in the most efficient way? Are you clear on how to put the changes and set up rewards needed within the company? Does the money you invested in the program show a direct effect on your return on investment?
A good provider will show obvious answers to all of these questions. Analysis and information collected are always clear and top quality, with the reports and feedback answering questions the company has the first time.
You Have Not Learned Anything To Help You Improve
The mystery shopper program, when poorly planned and executed does not teach anything new about your business than what you already know or can easily find out yourself.
A quality, well planned and professional program will offer verifiable quality and quantity benefits to your business. While the process is being implemented, from the beginning development, shopping and assessing to the final analysis, the company should be learning more and more about its business.
The company realizes there is nothing more potent than a shopper program that boosts the company bottom line.
