Mystery shopping

I haven't heard from him.

And the intent in flying down here and mystery shopping his dealership in person is not to blame him.

It's to demonstrate that I think there's room for improvement, and I'm so excited because some of the other dealers I'm gonna stop by today, Dad, and mystery shop have A grades on our Dealer Transparency Index, and I can't wait to juxtapose with the experiences between those dealers and the dealership that I went to before.

And obviously I'm headed to a few other dealerships that I'm a little skeptical what the experience is [laughs] gonna be like.

was with? What's trending?

it's our secret shopper contest we have voice disguise someone famous here this morning the clues as to who they are are in what they say listen closely can you figure out the identity of our secret shopper here this morning

we're shooting this thing and we're like this is very surreal we're gonna be you know we're gonna be kissing each other brother and i'm like i know

who is the secret shopper

we're shooting this thing and We're going to be kissing each other, brother.

And I'm like, I know.

mistakes.

Okay.

But we help big brands as much as we help regional restaurants as well and smaller brands.

With so much information in social right now, does Mystery Shop, do they still exist, Shara? Are they still out there?

I mean, I know of one that is out there.

A mystery shop company.

Yeah, I know of one.

Yeah, I think there's one.

The way we kind of do Mystery Shopper is we do in-market research.

So what that looks like is like digital ethnography, selfnography, where we send a consumer out, you know, hey, here's 15 bucks.

Appreciate the time.

Yeah, this is one of our special mystery shop finalists.

additions and we're going to talk mystery shop and for everybody who's asking what is mystery shop it is our annual csp contest done with in touch insight where participating c stores have secret shoppers as well as known auditors visit their stores and our three finalists this year are extra mile rudders and nuria and i'm going to jump into some fun questions Rapid fire, let's go.

Brian, you guys had a great score, 96.5%.

It was your second best score in the Pump Island section of the revealed audit, which is where you guys knew the judges were coming, so to speak.

From every aspect, clean, well-maintained, well-stocked is paramount to what we do.

Cool.

Your second best score at 98.8% in the mystery shop portion, where you didn't know there was a spy in the store, was were noises within the store at a reasonable level? And why does noise matter or lack of noise matter in a store?

We're very, very well.

It's our secret shopper game.

We have voice disguised somebody very famous.

If you can figure out who they are based on what they're saying, we've got that $300 gift card from Shopper's Drug Mart for you.

Glenn, here is our secret shopper this morning.

Sounds like their secret shopper is underwater here this morning.

Glenn, who do you think that is? It's a stab in the dark here.

I'm going to say Travis Kelsey.

You check off your trainer and your experience one through 10.

And then we have that, we input that data and we have a leaderboard that the staff can see who's scoring the highest this quarter from a Secret Shopper perspective.

We also send out quarterly feedback to our members that are a different set of questions, more specific on their experience.

And then we gather all that data.

And we get a total score from the core values perspective of how good of an employee has this been based on their ability to adhere to our core values.

Interesting.

Okay, so go and talk more about how the secret shopper thing works.

If a gym owner is listening and they're like, I like the sound of that, how do you do that?

Let's talk about something fun.

Nuria was a Mystery Shop finalist this year.

And for our listeners, Mystery Shop is an annual CSP contest done with InTouch Insight where participating C-Stores have secret shoppers as well as known auditors visit their stores.

Let's talk a little bit about Mystery Shop and how that went and why it's important and share with us a little bit about that.

So thank you, Diane.

So first thing I want to say, I'm extremely proud to represent the thousands of our team members who actually serve our guests in every day.

to be and to create that differentiated what I call competitive advantage in the marketplace by providing the best guest service anywhere.

Sure.