Demystifying Mystery Shops

Many small-business owners are new to the world of mystery shopping. They understand the gist in that that people are sent in to evaluate various aspects of their customer experience, but beyond that generalization, much of what companies like The Brandt Group do remains a mystery—forgive the pun. We value…
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What a Dirty Bathroom Says About Your Business

An old-timey saying tells us that the devil is in the details. Put another way, we are warned to not get so caught up on the big picture that we neglect the little things. Pay attention. Look for the small concerns before they burgeon into full-blown problems. But the big…
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Why Comments Matter in Mystery Shopping

The bulk of mystery-shop surveys are Yes/No questions, sometimes sprinkled with a couple opinion scales (rate the customer service 1 to 5, for example). These allow you to capture the raw data, to quantify an experience so you can score it. You can ask whether an employee introduced him or…
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