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Kinesis CEM, LLC
Mystery Shopping Best Practices: Sample Plan
http://www.kinesis-cem.com/Mystery_Shopping_Best_Practices.shtml
Eric Larse is co-founder of Seattle-based Kinesis, which helps companies plan and execute their customer experience strategies. Mr. Larse can be reached at [email protected].
http://www.kinesis-cem.comhttp://www.kinesis-cem.com/mystery_shopping.shtml
kinesis-cem.com 206.285.2900 [email protected]
Mystery ShoppingBest Practices: Sample Plan
Maximum Possible Shop Distortion – A Measure of
Shop Reliability
Sample Plan1 2 3 4 5 6 7
0%
20%
40%
60%
80%
100%100%
50%
33%25% 20% 17% 14%
Number of Shops/ Business Unit
3 Shops / Business Unit = Max ROI in Terms of
Reliability
