Skip to the main content.

1 min read

Guide: What Should Your Mystery Shopping Scores Be? [Infographic]

What should your mystery shopping scores be-2

If you have just begun mystery shopping your stores, it’s important to set an initial target for the level of compliance you hope to achieve at each of your locations.

Mystery Shopping Scores.jpg

How well do you think your locations are currently performing? We recommend setting an initial target of 85%. However, it's important to estimate a goal based on your current compliance level against standards.

For example, if you set an initial target of 75% compliance, this means you are estimating that 25% or a quarter of what you are measuring does not meet the internal standards you have set for your business. 

As you measure your mystery shopping program over time, you’ll gain a better understanding of performance at each of your locations and be able to set a benchmark for success. We recommend setting a goal of 90-95% indicating your locations are performing as they should be.

A while back we wrote a blog on this topic called, what do your mystery shopping scores mean? that points out achieving high scores too quickly may not always be a good thing.

If an area of your operations is consistently achieving high scores, this is a strong indicator that it may be time to focus on other areas that haven’t received as much attention or an area of operation that’s underperforming.

As you evaluate your program and establish that you’re accurately measuring performance in the right areas, you can then work toward achieving higher scores knowing that those scores are truly reflective of improved performance.

Lastly, it’s important to re-evaluate your program objectives on an annual basis and adjust your program accordingly. 

We’ve created an infographic guide as a reference to help you understand what your scores should be throughout your program. Print it, post it, and follow along!

Download the infographic (PDF) here.

What should your mystery shopping scores be?.png




2 min read

Customer Experience Management in The Metaverse

You’ve probably heard people talking about the metaverse over the past year. From Facebook rebranding as Meta to Taco Bell hosting a virtual reality...

Read More

1 min read

CX Tech Top-Ups: New Features for November!

At Intouch Insight we are committed to ensuring our users have every tool they need to reach customer experience excellence. This month we have...

Read More

3 min read

Customer Experience Management for Any Budget

If you’re reading this, we can assume you know the importance of customer experience in driving brand growth and revenue. But today, it's easy to...

Read More