Improve Your Mystery Shop Scores with These Simple Steps
IMPROVING MYSTERY SHOP SCORES just got easier!
The practice of mystery shopping began in the early 1940s, as a way to measure employee integrity. Today, mystery shop programs create a scorecard for the retailer’s operational performance. How do you measure the customer experience your retail locations offer your customers? Are the values and expectations of your organization and customers evident in the operational performance of your stores?
The Basics: Mystery shoppers perform specific tasks—such as purchasing a product, asking questions, registering complaints or behaving in a certain way—and then provide detailed reports or feedback about their experiences. These evaluations typically focus on four key areas of the customer experience, namely; customer service, merchandising, cleanliness (interior and exterior), and employee appearance. See How CAF Can Help You Improve...
Gather the team: Spring cleaning can seem a daunting task to complete alone. Schedule a meeting and rally the troops.
1. Make a plan: Identify and break out the separate tasks necessary for your Spring cleaning. Looking for a good checklist? Review your mystery shop scores criteria and start there.
2. Divide and conquer: Reorder the necessary products. Make cleaning assignments. Ensure that everyone is properly trained on how to use the products and equipment. Provide as much hands-on training or instruction as possible.
3. Hold each individual responsible: Allow your staff to take ownership of their assignments. Let them take pride in their hard work. Cleaning often produces instant results and can be very gratifying. Hold everyone accountable for their assignments.
4. Celebrate and leverage: Celebrate together, provide encouragement and when possible a reward (even an extra 10-minute break). Remind your staff why cleaning matters -- it's all about providing the best experience for your customers and building your brand.
CAF offers a complete solution for outdoor cleaning that saves money, time and the environment. Visit us at www.mycaf.com