Integrity is a big word when it comes to mystery shopping programs. In terms of the shopper, the data and of course the provider. A program’s success is directly linked to the “buy in” from associates. If they do not believe in the program; How can the program work?
While some people may say retail is retail, there’s actually a marked difference between outlet stores and traditional retail stores in terms of traffic, customer relationships and frontline staff performance.
The typical outlet shopper isn’t as much interested in assistance from staff as they are in finding the good bargains. They’re more willing to search through merchandise for good deals and don’t expect to receive the same level of personal attention as when shopping in a retail location.
One of the most beguiling and frustrating elements of a mystery shopping program is the dreaded Request for Score Change. More gray hairs appear on the heads of mystery shop managers over this than any other element they must deal with.
And how the Request for Score Change is handled is crucial to the success of the mystery shopping program. It’s the proverbial ‘fork in the road’: will this task be used to give the program teeth, or will the program become a joke, subverting the lofty goals and aspirations held by all concerned?
If you already have a mystery shopping program, you are actively working to improve your business. But, do you really know if your mystery shopping program is being implemented effectively? Are you maximizing its potential to improve your business?
When it comes to measuring the Customer Experience, many organizations have preconceived ideas about what does and doesn’t work. Let’s look at some of these common Customer Experience Management problems and learn how each one can present a unique set of issues to the retailer.
1. Correlate to other initiatives like C-Sat.
2. Post shops at the store.
3. Develop a diagnostic tool to help turn a "no" into a "yes."
4. Randomly shop a 10% sample. This way locations are always on their toes, even after a shop is completed.
5. With caution, make part of the compensation plan (there is a right and wrong way to do this).
6. Shop the competition. Nothing gets your team more motivated then seeing what "the other guy" does better than you.
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