Is the Secret Shop Measuring Enough

It dawned on me this morning that our traditional Secret Shops don't include a piece to measure the success of our Internet eleads.

I have not done any formal research to back this up so I am not suggesting that there are not products out there.

We all know the Internet has become front and center in our marketing efforts but we don't do a good job of measuring it with regard to how our sales teams are utilize it. We measure response time but we don't measure the quality of the experience. And, we all know that which gets measured gets done.