Performance in People (PiP) developed the Self-Assessment function which is a great tool to encourage engagement from the network and supports staff in using mystery shop output to its full potential.
The ‘Self-Assessment’ system allows the featured member of staff to watch or listen to the mystery shop recording and self-evaluate their performances by marking a small section of questions from the report. Once the Self-Assessment has been completed, the full report and scores will then become available to view.
Performance in People have found this approach incredibly successful as it enables retailers to use the mystery shop output as a development tool, helping improve the overall performance and customer experience. By only revealing the full score at the end of the self-assessment it gives the team members the opportunity to unbiasedly reflect on their interaction with the customer.
This enables retailers to identify areas they are performing well in and focus on the elements where there is room for improvement. PiP have systems in place to monitor the length of time taken to complete the Self-Assessment to ensure staff are being sincere and completing the questions honestly.
"SO, HOW DOES SELF-ASSESSMENT WORK?"
1. A mystery shop is completed.
2. The Retailer receives an email alerts informing them the mystery shop recording is available online and Self-Assessment is required.
3. The Retailer receives the mystery shop without the scored report.
4. The Retailer watches the mystery shop footage or listens to the telephone recording.
5. The Retailer completes a select number of questions from the report based on the experience.
6. Once completed, the Retailer is given access to the full marked report from Performance in People.
7. Results are made available to Field-based & Head Office Managers to review online.
PIP’S Recommendation
Self-Assessment and coaching sessions are best conducted by Managers or someone at managerial level (e.g. Assistant Managers). This is to ensure consistency across the board. PiP's Online Action Planning is extremely time efficient and a great tool to help Managers with their staff development.
Performance in People recommends Regional and Area Managers to monitor compliance with the planned review process. This tool can be used to check the self-evaluation discrepancy and engagement reports, which are specifically designed for their company. Managers can also check by asking featured members of staff “How was your one to one action plan on your last mystery shop?”, this gives the Regional and Area managers an opportunity to open the conversation and also check whether the self-assesment has been completed.
Organisations will also benefit from conducting a series of CBX coaching workshops. CBX is a well-proven coaching methodology that helps people achieve their personal development ambitions, built on confidence gained from recognising their existing competences by promoting ‘positivity’ and celebrating personal successes. It will aid the strengthening of the individual’s ego, before considering opportunities to operate ‘differently’, or ‘even better’. The workshop will provide Managers with the tools to use mystery shop output as a positive development tool.
PiP has been delivering robust mystery shop programmes, training and coaching for world-class brands for over 19 years. If you would like to find out more, contact us directly.
