Key performance indicators built without data are aspirational guesses. They may be inspired by industry observation, management intuition, or what seemed to work at a…
Read More How to Use Mystery Shopping Data to Set KPIs for Your Team>
When businesses first explore customer experience measurement, the question of method comes up quickly: should you use an anonymous mystery shopper who experiences your business…
Read More Anonymous Shopper vs Disclosed Audit: Which Should You Choose?>
A mystery shopping report lands in your inbox. The overall score is 78 percent. Is that good? Is it bad? Should you be calling a…
Read More Understanding Mystery Shopping Scores: What the Numbers Really Mean>
The single biggest factor in whether a mystery shopping programme delivers useful, actionable insight is not the quality of the shoppers, the sophistication of the…
When organisations start thinking seriously about measuring their customer experience, two methodologies tend to come up quickly: mystery shopping and customer audits. Both involve an…
Read More The Difference Between Mystery Shopping and Customer Audits>
It’s one of the most common questions businesses ask when setting up a mystery shopping programme — and one that doesn’t have a single right…
Read More How Often Should You Run Mystery Shopping Evaluations?>
