KPIs, or key performance indicators, are essential data points that, when tracked appropriately, can positively influence the most important aspects of your business. One way to gather data on the ones you have deemed the most essential to your company is by incorporating questions related to these KPIs on your mystery shop form.
While our national mystery shoppers can’t contribute to every KPI, there are a lot of questions you can ask on your mystery shop forms that will help you to gather the appropriate data which can feed into your overall KPI tallying — wherever you may house that data. Our robust reporting platform has the ability to export data through an API to other systems and software you use to track this type of data.
Below are the most common KPIs that are tracked on mystery shop forms and a breakdown of what they mean.
Net Promoter Score
The most common KPI is NPS, which stands for Net Promoter Score. This score is based on a one-to-ten format and measures a consumer’s loyalty to your brand. It’s crucial to not only ask shoppers to provide an NPS score but also to ask them to explain why they gave that score so that you can better understand what keeps the promoters coming back.
Net Emotional Score
NES is the Net Emotional Score, and as you would probably guess, is a tougher one to track as it’s based on emotion, which is very subjective. However, it’s an important data point since consumers make a lot of decisions based on emotion. It’s essentially the difference between positive emotions and negative emotions during the shopper’s experience. One way to track this score is to ask questions relating to the shopper’s experience in terms of what made them happy, and what brought them pleasure during the visit (positive emotions), or what frustrated or disappointed them during the visit (negative emotions).
Problem Resolution Time
Problem Resolution Time (PRT) and First Response Time (FRT) are two KPIs geared toward measuring the amount of time between when a complaint is issued to the first response from the company (FRT) and the amount of time between complaint submission and resolution (PRT). These are two important metrics that are important to consumers and leave a lasting impression on their loyalty to your brand. If not currently part of your mystery shop, adding this additional component is an option.
Customer Satisfaction (CSAT) is primarily measured in survey form with a short, direct list of questions measuring on a one-to-five scale. 360 Relay offers survey technology, and if it’s not something that is currently part of your program, we do offer a variety of ways to capture this critical data.
Depending on what your business considers to be their key performance indicators, it’s vital that you measure these statistics in as many ways as you can, and doing this through mystery shopping is a great way to gather actionable data. As always, we are here to help you create the question set that will address your KPIs and ensure that the reporting on your dashboard reflects these essential data points.
Start Gathering Data On Your KPIs Now With Our National Mystery Shopping Program!
No matter which industry you’re in, 360 Relay’s mystery shopping program can help you track — and improve — your company’s KPIs. For more information or to get started, contact us today!