12 Ways Mystery Shopping Can Improve Service

1.
You get the behaviour you measure
So measure Customer Service

Measureable in detail
2.

Direct Behaviour
3.
Use scoring and weighting to steer specific behaviours e.g. emphasis on knowledge

4.
Staff Guidance
The questionnaire becomes the ultimate summary of what is required from staff

Specific actionable plans
5.
Build store action plans with measurable goals

Identify stars
6.
Build stories around your stars.
Staff listen to peers.

Actionable judgment
7.
Staff listen to independent evaluation from outside the organisation.
Not the same ol’ people.

Tap into competitiveness
8.
Compare each site to averages and rankings

9.
Benchmark performance against other industries

10.
Solid Commitment
Confirms to Staff that you are serious about Customer Service

Calculate Financial Impact
11.
Measure achievable savings from Customer Service improvements

Staff are more alert
12.
Staff never know when a Mystery shopper will enter, and therefore are more vigilant.
So all customers benefit

Contact
Steven Di Pietro
www.servicewithpurpose.net
steven@dipietro.com.au
0405478452

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by Steven Di Pietro on Apr 29, 2010