We've made it easier to identify opportunities for improvement from mystery visit reports.

Questions are ranked in order of the total number of points lost, regardless of their weighting. So if you focus on the questions at the top of the list, you'll have a bigger impact on future scores.

But some measures may always be harder to achieve. So you can also compare with other locations. In the screenshot below, my locations lost a similar number of points for checkback and team friendliness. However, when compared with other locations, the percentage of points lost on checkback was similar (28% vs 27%), whereas those lost on friendliness was much worse (36% vs 19%). The single biggest opportunity to improve scores is the timing of the checkback, which lost more points than other questions but was also much worse than other locations.

To see this report, go to the Audit Overview page and select the 'Opportunities' tab: https://hub.hgem.com/reports/audit-overview