Why Mystery Shopping Programs Are Great For A Company Culture

Transparency within your brand’s organizational structure is vital to forming a company culture that encourages employee engagement. By opening communication throughout different levels of the organization, employees will be more secure and aware of their position on the company ladder, leading to better overall interactions with customers. In a macro sense, the concept of transparency should especially be applied to brands that have many different locations. The ability to capture an understanding of how each of these locations is vital to establishing a consistent brand Customer Experience.

Mystery shopping is one of the best ways to accomplish this transparency because it gives unbiased information, providing numbers and statistics about employee performance and customer perception. These programs provide information that allows brands to firmly determine which locations are performing the best or worst, and which employees within each location are the root cause of this status. Brands in virtually any industry can benefit from these programs, because the information is coming directly from the customer.

While it may seem like a mystery shopping program is a panoptic approach to managing employees, these programs offer more opportunities for success to employees than an increased chance of failure. Recognition is a key aspect of establishing a company culture that encourages engagement, and these programs allow brands to make fact-based assertions about their employee’s performance. Without programs like mystery shopping, brands are at risk of acting on biased or incorrect information, which ultimately leads to disgruntled and unsatisfied employees. Mystery shopping grants brand leadership the ability to step back and get an accurate reading of how their locations and employees are acting.

Beyond recognition, mystery shopping can help improve company culture by lighting a fire under employees. If your staff knows that any customer could be the one evaluating their performance, there is a better chance that they remain engaged and do not let any individual customer interactions fall below organizational standards. The ability to treat every customer as an individual can serve as a Customer Experience differentiator. Ideally, your employees are passionate about connecting with customers without this motivation of constant evaluation, and these programs will help your team weed out individuals that do not meet these standards.

Another surefire way to encourage employee engagement is competition, and mystery shopping programs can help fuel this intra-competitive attitude within your organization. If employees have access to the scores that mystery shoppers are giving them, most will have a subconscious desire to be the best on their team. To further encourage competition among your employees, offer rewards on top of recognition to those that bring in the best evaluations. In doing so, you will not only be making employees happier, but also ensuring that the best people will retain their passion and competitive edge.

Mystery shopping programs yield value to an organization in a variety of ways. Ultimately, the information provided by these programs is utilized to craft an industry leading Customer Experience. However, on top of improving the way customers interact with your brand, the information provided by these programs can have a direct impact on the way that employees perceive their workplace.


Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. Our solutions are developed on the basis of solid research and statistical science. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

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