Mystery Shopper Related Topics 
Inside Customer Service
MAY 11, 2023
The team needed to average 90 points on mystery shopper evaluations within 30 days. The valet team needed to bring its average mystery shopper score from 78 points to 90 in order to do that. Recent mystery shopper results provided a baseline for their performance. The goal was to keep the contract.
Inside Customer Service
FEBRUARY 2, 2023
How friendliness connects to customer satisfaction The Intouch Insight study used mystery shoppers to evaluate the drive-thru experience at ten fast food brands. Accuracy and speed are less important to customers One of the factors rated by mystery shoppers was whether they received the correct order.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Inside Customer Service
APRIL 22, 2021
The hotel used mystery shoppers to evaluate its operations, and the valets had earned a string of poor reports. Next, the manager started sharing each mystery shopper report with the team. The manager used a simple strategy to turn things around. He called a team meeting and revealed that the contract was in jeopardy.
Customers That Stick
DECEMBER 15, 2014
This series of phone calls in Documentation and The Tale of Four Phone Calls might seem like it could be a “mystery shopper” script, but it is a real-life demonstration of how documentation can be a key player in saving your customers time and hassle. Photo Credit: [link]. Blog mashup monthly mash monthly mashup'
Kerry Bodine
MAY 11, 2020
Secret shopping: Certain business-to-consumer industries — most notably, but certainly not limited to retail — lend themselves to having a large number of mystery shoppers evaluate their experiences while shopping or getting service. Just don’t rely solely on this research method. How have our customers’ needs and expectations changed?
Fonolo
DECEMBER 15, 2022
As a contact center manager, you might choose to listen in on some phone calls, review recordings, or even use a “mystery shopper” to get a sense of what’s working and what isn’t. First, audit the quality of service that your call center is currently offering.
Beyond Philosophy
APRIL 30, 2015
They state what the experience should look like and then they measure it through mystery shoppers. For example, BMW dictates to their dealers the color of the carpet and many other details. Consider McDonald’s or any other franchise. However, most distributor deals were struck years ago before the CX became a business imperative.
Expert insights. Personalized for you.
182 
Let's personalize your content