Mystery Shopping and Customer Experience Research Case Studies

Trend Spotting: Integrate District Manager Reports and Mystery Shop Data

A quick service restaurant chain needed to mystery shop to regularly assess customer service, cleanliness and food quality. In addition, the firm’s own district managers were auditing individual units during routine visits. Back at company headquarters, an administrative staff was responsible for compiling the information from the district manager’s reports. Then, with the data compiled, results from mystery shops were compared with results from district manager audits. Confero presented a solution in which the district manager reports were entered directly into Confero’s COMPASS system. This allowed quicker capture of the information and quicker distribution of it. In addition, it allowed for direct comparisons on the mystery shop results alongside the district and eliminated the need for administrative data entry. The quicker responses produced enhanced analysis and allowed the chain to see that district managers rarely reported visits to units at less than 80% for audit results. The reason? Audits scores of less than 80% required remediation visits within 3 business days. The chain was able to change its approach to audit requirements and information as a result of this program.