Specific, achievable goals should be set based on these data. Goals can be set on any managerial level, and can be tied into recognition, rewards and bonuses. It is usually better to limit the number of goals to two or three. It is remarkable how quickly basic service standards can be improved through measurement and goal-setting. Within a few months, employees can advance to a point where they are consistently meeting or exceeding the expectations of customers, and are exceeding the service levels of competitors.
Mystery shopping is most effective when it is used in conjunction with a training program.
Mystery shopping results suggest areas to include in the training agenda, and comments from shoppers provide a detailed account of how customers perceive specific service interactions. Trainers use this information to bring the customer experience to life and illustrate how different service behaviors and strategies can affect customer satisfaction. Repeat the study. Mystery shopping is typically repeated periodically to measure change and test goals. Some call centers conduct shopping monthly, but a quarterly schedule is usually sufficient.