Focusing on Key Drivers For years, Cinnabon relied on a single monthly mystery shop in each of its bakeries. During this time, guest satisfaction continued to rise, but the company wasn’t achieving the consistency needed to “wow” every guest. They noticed that over time the company’s mystery shopping program was being seen more as an audit by the bakeries instead of a coaching tool that franchisees could use for improvement. In fact, many bakeries became too relaxed. Managers started looking at their overall score without reading the details from the actual evaluation, effectively overlooking coaching and training opportunities.
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Posted by Aaron Pappas
August 16, 2015