12 Ways Mystery Shopping Can Improve Service

You get the behaviour you measure

So measure Customer

Service

1.

Measureable in detail

•Shoppers have no history

Unbiased

•Scheduled rounds (e.g. monthly)

Regular

•Set questions, scenarios and scoring

Structured

2.

Direct Behaviour

Use scoring and weighting to steer specific behaviours e.g.

emphasis on knowledge

3.

Staff GuidanceThe questionnaire becomes the ultimate summary of what is required from staff

4.

Specific actionable plans

Build store action plans with measurable goals

5.

Identify stars

Build stories around your stars.

Staff listen to peers.

6.

Actionable judgment

Staff listen to independent evaluation

from outside the organisation.

Not the same ol’ people.

7.

Tap into competitivenessCompare each site to averages and rankings

8.

Benchmark performance against other industries

Total Environ-ment

Staff Knowledge Closing Satisfaction Promotion

Your Site 79.8421052631579

95.2380952380952

80.1523809523809

63.8095238095238

86.4285714285714

71.9666666666667

58.3333333333333

Industry 79.98 87.85 87.85 78.95 71.3 79.28 73.15

5

15

25

35

45

55

65

75

85

95

Your SiteIndustryPe

rcen

t9.

Solid Commitment

Confirms to Staff that you are

serious about Customer Service

10.

Calculate Financial Impact

Measure achievable savings from

Customer Service improvements

11.

Staff are more alert

Staff never know when a

Mystery shopper will enter, and

therefore are more vigilant.

12.

So all customers benefit

Contact

Steven Di Pietro

www.servicewithpurpose.net

steven@dipietro.com.au

0405478452