Working in partnership with our clients to answer questions such as...

Objective Measurement of the Customer Experience

Reporting

As mentioned, there is no ‘typical’ output, as Mystery Shopping programmes tend to be bespoke

• – Fast feedback is commonplace on an individual report basis
• – Report forms would be designed with you to meet the needs of your end users (colours, logos and styles which fit with your ‘house’ style)
• – An overall summary of the wave would often contain:
• – Scoring systems (developed with you) to rate outlets, departments and regions against each other and/or the competition
• – Ranking (against national/regional average)

Verbatim comments are valuable in that they 'put meat on the bones' of an otherwise purely objective response. Often, ‘but…’ scenarios give the auditor a facility to give a more subjective view of the objective response. For example:

Q: Was the Staff Member who served you wearing a name badge
A: No.
Verbatim: BUT...“The store was very busy and a member of staff jumped onto the till to help with the queue – from what they were saying, I think she had not started her shift yet but had seen the queue on her way into work and wanted to help her colleague who was clearly under pressure. Excellent service.”

This element would be important to capture.