icc/decision services mystery shop integrity overview
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![Page 1: ICC/Decision Services Mystery Shop Integrity Overview](https://reader033.vdocuments.us/reader033/viewer/2022061207/54842ec6b47959ec0c8b4b8b/html5/thumbnails/1.jpg)
Got Integrity?
... ways to assure your mystery shopping program
has credibility
© 2007
![Page 2: ICC/Decision Services Mystery Shop Integrity Overview](https://reader033.vdocuments.us/reader033/viewer/2022061207/54842ec6b47959ec0c8b4b8b/html5/thumbnails/2.jpg)
© 2007
4 myths about mystery shopping programs
#1 Scores are ALWAYS Going Up
![Page 3: ICC/Decision Services Mystery Shop Integrity Overview](https://reader033.vdocuments.us/reader033/viewer/2022061207/54842ec6b47959ec0c8b4b8b/html5/thumbnails/3.jpg)
© 2007
#2 Shops are Perfect
4 myths about mystery shopping programs
![Page 4: ICC/Decision Services Mystery Shop Integrity Overview](https://reader033.vdocuments.us/reader033/viewer/2022061207/54842ec6b47959ec0c8b4b8b/html5/thumbnails/4.jpg)
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#3 All Employees Love Getting
Mystery Shopped
4 myths about mystery shopping programs
![Page 5: ICC/Decision Services Mystery Shop Integrity Overview](https://reader033.vdocuments.us/reader033/viewer/2022061207/54842ec6b47959ec0c8b4b8b/html5/thumbnails/5.jpg)
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#4 The “Ronco Rotisserie” Effect: The program runs itself
4 myths about mystery shopping programs
![Page 6: ICC/Decision Services Mystery Shop Integrity Overview](https://reader033.vdocuments.us/reader033/viewer/2022061207/54842ec6b47959ec0c8b4b8b/html5/thumbnails/6.jpg)
© 2007
four areas of integrity
1.
2.
3.
4.shopper
data
provider
client
![Page 7: ICC/Decision Services Mystery Shop Integrity Overview](https://reader033.vdocuments.us/reader033/viewer/2022061207/54842ec6b47959ec0c8b4b8b/html5/thumbnails/7.jpg)
© 2007
client (end user) “must haves”
• ability to defend information
• internal system to facilitate score change requests to provider
• benevolent despot approach
![Page 8: ICC/Decision Services Mystery Shop Integrity Overview](https://reader033.vdocuments.us/reader033/viewer/2022061207/54842ec6b47959ec0c8b4b8b/html5/thumbnails/8.jpg)
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data “must haves”
• questionnaire design
• sampling plan
• unambiguous questions
• mix of multi and dichotomous questions
• narratives to support answers
![Page 9: ICC/Decision Services Mystery Shop Integrity Overview](https://reader033.vdocuments.us/reader033/viewer/2022061207/54842ec6b47959ec0c8b4b8b/html5/thumbnails/9.jpg)
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shopper “must haves”
• receipts
• training
• associate names
• means of verifying shop took place
• must be qualified to do shop
• shopper selection
![Page 10: ICC/Decision Services Mystery Shop Integrity Overview](https://reader033.vdocuments.us/reader033/viewer/2022061207/54842ec6b47959ec0c8b4b8b/html5/thumbnails/10.jpg)
© 2007
provider “must haves”
• quality assurance process in place– multiple elements…dynamic survey– editors– twice read
• systemic score change request
• quality guarantee
• reshops at no charge
• large pool of shoppers
• shopper rotation
• ability to monitor and track shoppers and editors
![Page 11: ICC/Decision Services Mystery Shop Integrity Overview](https://reader033.vdocuments.us/reader033/viewer/2022061207/54842ec6b47959ec0c8b4b8b/html5/thumbnails/11.jpg)
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Managers are talking amongst themselves about problems with the program
Constant Complaints from the field
As your scores go up there is no correlation to sales or customer feedback
Score change request are above 2% of total shops
four warning signs your program lacks integrity
![Page 12: ICC/Decision Services Mystery Shop Integrity Overview](https://reader033.vdocuments.us/reader033/viewer/2022061207/54842ec6b47959ec0c8b4b8b/html5/thumbnails/12.jpg)
To learn more about ICC/Decision Services,please contact David Rich
800-444-1717 x212
© 2007