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Assessors

Who does the visiting?

The questionnaire is written and the locations are in. The next question is the same at every company: who walks through those twenty sites? You do not have to buy assessors — mostly they already exist. This page says where to find them, and what keeps their numbers trustworthy.

To begin with

You bring the assessors, we provide the accounts

The price depends only on how many locations you have. You may have two assessors or two hundred — their accounts are free and we set no limit on them. That is what makes the price €15 per location per month rather than a fee per visit: the visits are made by people you already have. Customers who come in anyway. Staff who drive out anyway.

The software side is ready for it: an assessor joins with one code, sees only the questionnaires and their own visits, and how often they may evaluate the same site is yours to set.

An assessor account
€0
The price is per location, not per person.
Number of assessors
Unlimited
Ten regulars or the whole staff — the size of the team does not move the price.
Joining
One code
Grants assessor rights only, and can be switched off at any time.

Four sources

Where assessors come from

Each source has its own cost and its own lean. None of them is wrong — what is wrong is not knowing which one you have. Most companies use two at once: their own people to check the standard, and customers to see the service the way a customer sees it.

Regular customers

People who come in anyway

Invite your regulars to be assessors: a message in the loyalty programme, a poster or QR code by the counter, a post on social media. They know your product, they come in anyway, and they see the service exactly as a customer sees it — because they are one. Staff's friends and family work the same way, only with a gentler hand.

The thank-you is yours to decide. Caffeine gave a free coffee for every completed questionnaire, and around forty registered assessors were visiting their cafés.

Watch out for
An enthusiast visits too often, and the same face for the third time this month is no longer an anonymous customer.
In the software
The join code grants assessor rights only; the visit frequency limits how many times one person may evaluate the same site.

Your own staff from another site

Cross-visits

A shift leader from Tartu visits the Tallinn café and vice versa. It costs nothing, the standard is in their head, and they notice what a customer does not: whether the display follows the plan, whether the price tags are right, whether the kitchen door is shut.

Watch out for
A colleague judges a colleague more gently than a stranger does, and a familiar face is recognised. Better for checking the standard than for measuring the greeting.
In the software
A location group limits what each person sees; the assessor comparison in the reports shows when one person scores everybody higher than the rest do.

A regional or quality manager

The person who already drives around

They visit the sites anyway and write in a notebook today. In Evaluation they do the same thing on a phone, and the notebook becomes a number that compares with last month and with the site next door. This is not a mystery shopper but an audit: the staff know who came in.

Watch out for
An announced visit shows the site's best day, not its usual one. Cleanliness, displays and paperwork measure well this way; the greeting and the waiting time do not.
In the software
The same questionnaire and the same report. In a franchise network and in an ISO self-assessment the assessor is almost always exactly this person.

An agency

When somebody has to come from outside

If you already work with an agency, or want to buy the visits in, the agency can fill in your questionnaire in Evaluation. Its shoppers get assessor accounts, which cost nothing, and the questionnaire, the answers and the history stay in your team. Changing agency does not start the number from zero.

Watch out for
Somebody from outside does not know your standard — the questionnaire has to say everything there is to judge.
In the software
The agency's people are ordinary assessors: narrowed to a location group if you like, and switched off with the code at any time.

If you do not know who to turn to, ask us — we will see how we can help.

“The evaluations were very easy to do on my phone. I walked into the café and filled in all 48 questions without a hitch!”
Keiti · assessor at Caffeine

Getting started

Five steps before the first visit

An assessor programme is not a project. In one evening the code exists, the frequency is set and the invitation is out — the longer part is people answering, and that runs at its own pace anyway.

The assessor has a page of their own, the assessor's guide: how to visit, what to notice and how to write a comment. It is written to be forwarded.

  1. 1

    Create a join code

    On the team's members page. The code grants assessor rights only, works until you regenerate or switch it off, and can be sent as a link.

  2. 2

    Set the visit frequency

    In the questionnaire's settings: how many times one assessor may evaluate the same site — once a month, say. So one person's opinion does not pile up in one house.

  3. 3

    Invite people

    Say what the questionnaire asks, how long it takes and what they get for it. Three minutes at the counter is an easy promise to keep.

  4. 4

    Send the assessor's guide

    To everyone who joins, together with the code. Three minutes of reading that heads off most of the questions otherwise asked after the first visit.

  5. 5

    Do the first round yourself

    Before the code goes out, fill the questionnaire in at one site yourself. A question that confuses you on the spot confuses an assessor twice as much.

Honesty

What keeps a volunteer's number honest

A regular customer is not a trained assessor, and does not need to be. What makes the number honest is not the person but how it is added up — and four things built into the software.

  • Frequency and rotation

    Set how many times one assessor may evaluate the same site, and see that the same person does not visit one house twice in a row. The software itself tells the assessor when they may go there again.

  • Assessor comparison

    The report has a row per assessor: visits and their average. If one gives everybody 95 and the rest give 80, it is visible at a glance — and then the question is which of them is right.

  • A report is not changed afterwards

    An assessor cannot correct their answers after seeing the score. Only an admin can, and it leaves a trace: who, when and what.

  • The site is judged, not the person

    A comment holds what happened, not who was behind the counter. The guide says so to the assessor directly, and the report stays a document you can calmly show to staff.

And one more rule, which is what keeps the percentage honest: a question the assessor saw and skipped counts as nought, while a question not shown because of a condition is not in the denominator at all. Nobody is marked down for a question they were never asked, and nobody gets credit for one they left blank.

The first assessor can be you

Ten days free. Write the questionnaire, walk one site yourself, then pass the code on — to a regular, a colleague or a regional manager.

Get started