If you’re using surveys to measure employee behaviors, are you asking the right kinds of questions? Are your questions objective or subjective? When it comes to mystery shopping surveys, how you ask is almost more important than what you ask. Mystery shoppers provide objective observation, as opposed to subjective opinion (customer satisfaction surveys). Asking objective questions will deliver more consistent, measurable results. This approach also provides clear, actionable training indications, helping associates to understand which behaviors need to be modified to improve scores, and ultimately, business results.

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