You have to measure, what you are trying manage! Mystery Shopping supports a discipline that enables serious observation of front-line Key Performance Indicators (KPI’s). It is not the only methodology available but it is most effective when it is applied correctly.
We cannot assume that an organization has taken the time design a customer experience strategy that supports their brand. Therefore we audit all of the existing training protocol. SEC lives by the old adage: “If you fail to plan, you plan to fail”. Customer experience is no exception, it is imperative to understand the value proposition of a brand and what designed level of service is needed to support it.