The Brandt Group offers a variety of detailed reporting options for our clients to review and interpret the mystery shopping data we collect. The reports empower them to identify big-picture trends or focus in on the tiniest of details. And they’re all scalable, offering a view of the entire company, or a regional division, or a single store, or a specific department, or even an individual employee. We’ve previously talked about the Question Summary (QS), which we explained acts as a Profits and Losses (P&L) report for your mystery shops. This option is a great way to zoom in to see the minutiae of your shops.
Today, we’re going to focus on another favorite of ours, the Location Section Summary (LSS), which will give you a broader view of your customer service experience. Instead of seeing the average scores of each question, you’ll see the average scores of each section from your mystery shop. You can look at these sections as being much like a student’s report card, with grades assigned to each subject. But instead of math, science, language, and so on, we can break it down into something more like greeting, understanding needs, explaining options, store cleanliness, etc.
How It Works
As you should know if you’ve been reading our blog, we tailor each question on your mystery shop to the needs of your industry—and your specific business. One way we do that is assigning different point values to each question so that we’re essentially adding emphasis to the questions that matter most. This can also be done on the sections themselves, too. But the most powerful part of grouping questions under these logical sections is that you can easily identify which areas need the most work at a glance.
Let’s use a restaurant as an example, where we might break sections into the order of a visitor’s dining experience. We could ask questions about whether the restaurant we easy to locate, whether parking was good, if the entryway was clean, and so on. Then we could focus on how the diners were greeted by the host, whether they had to wait, if that wait estimate was accurate, etc. Then we would break down the table service into the most relevant sections, like taking the customers’ orders, the quality of their meals, and on and on. These breakdowns continue all the way to when the customers leave.
You can envision how this would fit your business, even if it’s not a restaurant. A retail store or a bank might want to break their departments into their own sections of questions. A car dealership would want to have sections that included a test drive, say.
Whatever makes sense to you, we can do that.
A Flexible Strategy
These LSS reports offer an important opportunity: at The Brandt Group, we’re flexible about making changes to your mystery shopping survey as you need. The reason this works so well with these summary reports is that they can show you where your business has consistency issues, much like a student who excels at one subject but struggles in another. Say a restaurant has consistency problems in the front-of-house. After you identify this trend, you could ask us to add more questions to that section to try to really drill down to where the failure points are. Additionally, you could also have us double or even triple the value of this one section to make sure it’s duly emphasized. If mystery shopping scores are tied directly to bonuses, you can bet that this problem will disappear quickly.
Versatility
Detailed reporting combined with the kind of flexibility we offer here at The Brandt Group makes our mystery shopping program highly versatile. Just as your business must evolve to face new challenges, we continue to tailor your mystery shops so you can find the answers to whatever new questions arise. Reports like Location Section Summaries show you the subjects your students (that is, your employees) are struggling with, so you know exactly where your attention should be invested.
These qualities make The Brandt Group a leader in our industry. Contact us today and we’ll develop a mystery shopping program custom-fitted to your business needs. More importantly, we’ll keep making whatever modifications as the needs arise to keep your business agile.
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