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?

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Clearly, the influence of a mystery shopper program can extend into almost every facet of your business, offering a sound analysis of best practices and reliable data on which you can continually build and expand your brand. Mystery shop¬per programs are both an invaluable source of insight into the effective¬ness of your current operations and into the potential for future changes and improvements.

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