Quality controllers… control your quality

Welcome to the secret shopping blog, our diary of the secret shopping and mystery shopping world.

I met with one of our secret shopping clients yesterday and was reminded of just how important we are to the people we shop and the clients we shop for. This client’s company uses our secret shopping scores in their performance and salary reviews. If an employee does not excel in his or her shops, there is no increase and no bonus.

This is probably the way it ought to be. The customer interaction is all important. If employees are not taking the customer interaction seriously and trying to give customers a great experience, then they don’t deserve recognition.

But this also puts a huge responsibility on us to make sure our evaluations are tough, but fair…and consistent. This is where our internal quality controls have to shine. There will always be room for discussion on an evaluation and there could certainly be a spread of a few points difference between the different readings of a shop. But the shops should be consistent and the scores should always be justified.

We had done a few shops for this client that fell below this requirement. One shop was scored completely incorrectly, as if the evaluator had spilled coffee on the whole project and never leaned up the mess. Of course I apologized and will make sure corrective action is taken.

Even we are guilty of loosing a little focus. Our quality has always been strong and our scoring system relevant. So it is easy to understand that we felt everything is looking good and doing well…and presto, a few poorly done shops slipped through the system.

I would tell you that you are not immune from this, either. Just because you normally do things very well, doesn’t mean you should lose focus or reduce your vigilance.

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

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