For an organization engaging in a mystery shopping activity the real action starts once the reports start pouring in after the shoppers have conducted their assessments. Mystery shoppers with adequate training, expertise and experience tend to uncover flaws and malpractices which would not be noticed by an untrained eye.
Now the concerned organization has the responsibility of acting on the findings and correcting the flaws highlighted in the reports.
This can be achieved in two ways:
1 – The organization uses their capabilities to highlight the shortcomings to their store partners and track the progress
2 – The mystery shopping software used has built in capabilities which would directly highlight any deviations and track progress based on predefined TAT.
The first approach is a passive way of dealing with things as action can be taken only after the reports are shared with the client who assess them and then shares them with the concerned store partners can any steps be taken. There may or may not exist infrastructure to track progress on a shortcoming and often this may lead to enormous quantities of manual intervention which beats the purpose of the whole exercise. The whole process is time consuming and as manual intervention is high there are large number of chances of any error occurring. Apart from spending hours into manual effort, the same can be utilized in generating some better output for the organization.
The second approach takes care of the above as with the help of its inbuilt features, the mystery shopping system can directly highlight the improvement areas to the partners and raise escalations with predefined turnaround time. As soon as any query goes beyond its TAT it is automatically escalated to the next level in hierarchy for perusal. Through this mechanism automatic mails will get triggered from the system to the respective store owners with the report attached so that the store owners can identify the problem areas in their stores. Hence the mails are automatically triggered through the system which reduces the manual effort required and also reduces the chances of error occurring.
This in turn saves valuable time and makes sure that queries are followed through without having to manually track them. Hence, as a need for the hour the next-gen mystery shopping software should be capable enough to provide such functionality ad should have built in capabilities to directly highlight the deviations and track the progress based on predefined turnaround time.
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