When Mystery Shopping Goes Bad: Best Practices to Avoid Common Pitfalls
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Transcript of When Mystery Shopping Goes Bad: Best Practices to Avoid Common Pitfalls
![Page 1: When Mystery Shopping Goes Bad: Best Practices to Avoid Common Pitfalls](https://reader031.fdocuments.in/reader031/viewer/2022030305/5873895b1a28ab272d8b6519/html5/thumbnails/1.jpg)
Kinesis CEM, LLC
When Mystery Shopping Goes Bad: Best Practices to Avoid Common
http://www.kinesis-cem.com/Insights_MS_Goes_Bad.shtml
Eric Larse is co-founder of Seattle-based Kinesis, which helps companies plan and execute their customer experience strategies. Mr. Larse can be reached at [email protected].
http://www.kinesis-cem.com
kinesis-cem.com 206.285.2900 [email protected]
When Mystery Shopping Goes Bad:
Best Practices to Avoid Common Pitfalls
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that many businesses spend
thousands of dollars annually on
such mystery shopping…
Despite the fact…
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….an astonishing number of programs fail outright or limp
along, under-performing against
expectations.
When Mystery ShoppingGoes Bad
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Disputed findings by
employees and managers
Companies recite a litany
of complaints:
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Questioning of mystery shoppers’ skills and credibility
Companies recite a litany of
complaints:
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More internal administration than planned
Companies recite a litany of
complaints:
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Flat trend lines and
undifferentiated scores
Companies recite a litany of
complaints:
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Little or no correlation
between mystery shopping results
and customer satisfaction ratings
Companies recite a litany of
complaints:
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Lack of timeliness and responsiveness from mystery
shopping vendors
Companies recite a litany of
complaints:
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Difficulty demonstrating return on investment
Companies recite a litany of
complaints:
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It provides tremendous value when
designed and executed well.
Mystery shopping as a methodology
is not to blame
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Define Clear ObjectivesBest Practices to
Avoid Common Pitfalls:
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Keep it Simple
Best Practices toAvoid Common
Pitfalls:
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Obtain Buy-in
From the Front-line
Best Practices toAvoid Common
Pitfalls:
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Plan for Change
Best Practices toAvoid Common
Pitfalls: