1. Got Integrity?
... ways to assure your
mystery shopping program
has credibility
© 2007

2. 4 myths about mystery shopping programs
#1 Scores are ALWAYS Going Up
© 2007

3. 4 myths about mystery shopping programs
#2 Shops are Perfect
© 2007

4. 4 myths about mystery
shopping programs
#3 All Employees
Love Getting
Mystery Shopped
© 2007

5. 4 myths about mystery shopping programs
#4 The “Ronco Rotisserie” Effect:
The program runs itself
© 2007

6. four areas of integrity
1.
shopper
4.
client
2.
data
3.
provider
© 2007

7. client (end user)
“must haves”
• ability to defend
information
• internal system to
facilitate score change
requests to provider
• benevolent despot
approach
© 2007

8. data
“must haves”
• questionnaire
design
• sampling plan
• unambiguous
questions
• mix of multi and
dichotomous
questions
• narratives to
support answers
© 2007

9. shopper
“must haves”
• receipts
• training
• associate names
• means of verifying
shop took place
• must be qualified to
do shop
• shopper selection
© 2007

10. provider
“must haves”
• quality assurance process in place
– multiple elements…dynamic survey
– editors
– twice read
• systemic score change request
• quality guarantee
• reshops at no charge
• large pool of shoppers
• shopper rotation
• ability to monitor
and track shoppers
and editors
© 2007

11. four warning signs your
program lacks integrity
Score change request are above 2%
of total shops
As your scores go up there is no
correlation to sales or customer feedback
Constant Complaints from the field
Managers are talking amongst themselves
about problems with the program
© 2007

12. To learn more about ICC/Decision Services,
please contact David Rich
drich@iccds.com
800-444-1717 x212
© 2007