“In looking for people to hire, look for 3 qualities: Integrity, Intelligence & Energy. And if they don’t have the first, the other two will kill you.” - Warren Buffet
Mystery Shopping can be very well utilized to anonymously evaluate Staff integrity through trained shoppers. Several retail segments like Automobile, Consumer Electronics, Hotels & Restaurants etc. use Mystery shopping to identify the loopholes in their system and avoid the consequences.
Mystery Shoppers enact certain scenarios or get into a comfort zone/conversation mode with the sales/service executives and try to evaluate their stickiness to ethical conduct. Different industries experience different types of ethical misconduct. Some of the most common types are as follows:
|Industry||Types of ethical misconduct|
|Hotels & Resorts||
|Banking & Financial Services||
Such ethical misconduct or integrity breach usually results in:
- Hitting organization’s topline
- Promoting a wrong culture in the organization with influence of such practices to ethic-abiding employees
- Bad word of mouth and hence vandalizing the brand image
Integrity check through mystery shopping gives the brand a direction to make amendments to their processes and make it more robust.