Performance in People - Mystery Shopping


How to effectively self-evaluate your mystery shop recording

Tuesday 5th March 2019

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’ function requires the featured member of staff to watch or listen to the mystery shop recording and self-evaluate the performance by marking a select number of questions from the questionnaire. Once the Self-Assessment has been completed, the full report and score becomes available to view.

PiP has found this approach successful as it encourages Retailers to use the mystery shop output as a development tool to help improve performance, rather than purely focusing on the score at the end; PiP has mechanisms in place to monitor the length of time it has taken to complete the Self-Assessment to ensure staff aren’t ‘fudging’ the process.  


  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 questionnaire.
  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 questionnaire based on the experience.
  6. Upon completion, the Retailer is given access to the PiP marked questionnaire.
  7. Results are made available to Field-based & Head Office Managers to review.


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. Continue & Begin® Action Planning is extremely time efficient and a great tool for Managers in developing their staff.

PiP recommends Regional/Area Managers monitor compliance with the planned review process. Regional/Area Managers can monitor this using the self-evaluation discrepancy reports and engagement reports which are specifically designed for their use. Regional/Area Managers can also check by simply asking featured members of staff “How was your one to one action plan on your last mystery shop?”, it will soon become apparent whether it has been completed.

Organisations will also benefit from conducting a series of Continue & Begin Fast Coaching® (C&B®) workshops. C&B® 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. or 01983 568080.

New Code Continue & Begin Fast Coaching® is a Registered Trademark of Continue and Begin Limited (CBL) licensed by CBL to Performance in People Limited as an authorised and independent reseller of CBL training materials.

Mystery Shopping | Training | Audits | Customer Surveys

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