Behaviour Analysis through Mystery Shopping as a Way to Measure the Effectiveness of Training and Development Programs

Abstract

The study deals with competence measurement carried out through observational studies (mystery shopping) and the problems of measurability of competencies, as well as the presentation of the results of empirical research. So-called ‘behavioural mosaics’ were observed during the mystery shopping, and we were not satisfied with simply recording one or another point of the “was/was not”, “did/did not” dichotomies, but we also determined the degrees that allowed the measurement and then we used them to make comparisons. The results were obtained on 637 observations based on “grades” of 16 behavioural mosaics. The data collection took place from August 2018 to August 2021 at the customer service locations of public service organizations. The reliability, validity and consistency of the newly developed evaluation system were checked by mathematical-statistical procedures.