Asking The Right Questions

Mystery shops are a great way to measure if a company’s procedures and protocols are being followed by a company’s associates.  Are the floors clean? Are you greeting each customer within 10 seconds of entering the store?  How long is the average wait for service?  All of these are important quantitative metrics that provide insight into the specifics of a store’s operations and compliance (or lack of).  More importantly, how do these policies impact the customer?  Do they really care if the entire product is fronted perfectly, and if so,...

Read More