You need an Operational Audit and a Mystery Shop!
We recommend that you conduct both a mystery shop and an operational audit. Some of the items you are aiming to assess are best measured overtly, and other items may be best measured covertly. Using a mixed method approach will allow you to gather third party feedback about your employee’s delivery of customer experience standards as well as their adherence to brand and operating standards.
If you would like to learn more, one of our Solutions Experts can help! Save the back and forth and book a call using the calendar booking below.