When starting campaigns for our clients one of the most asked questions is, “Do we let people know they are being audited?”
It’s a good question. And we say “yes,” that those being audited should know about the process and its desired outcomes. Why?
Here is why:
- This is not a spying mission. While maintaining secrecy in certain instances has its advantages, it’s more important to inform the members in your organization about the mystery shopping process and its goals. The more your organization is included in the process, the more they will understand the value of the patients/customer’s point of view.
- Data gathered should be used as a mirror/snapshot of your organization. When we report to a client at the end of an engagement, we use both a high-tech dashboard with all information in easily readable forms as well as verbatim quotes from the interactions. This data provides a clear understanding of your patient’s experience and your organization’s performance.
- Data gathered should not be used in a punitive manner. When beginning a mystery shopping campaign it’s best to reassure your staff that these audits are designed to improve performance across the board and discover your organization’s strengths and weaknesses. The message should be “we are all in this together.”
If you include your organization in the process and properly frame the issue as described above, starting a mystery shopping campaign will be welcome with open arms.