News: Articles of Interest
TOPIC - How does mystery shopping work?
How Electronic Reporting Is Changing Mystery Shopping
Financial Institutions Can Now Access
Shop Results Online
Judi Hess, President of Customer Perspectives (Hooksett, New
Hampshire), says that technology is shaking up the mystery shopping
industry.
"One of the biggest trends in mystery shopping that has changed
the industry inside out and upside down over the last couple of
years is that banks can now receive mystery shopping reports electronically,
usually in less than three business days," says Hess.
For example, her company sends mystery shopping reports to financial
institution executives via e-mail and also provides data reports
online through a password-protected Web site.
The fast turnaround has dramatically affected how financial institutions
use mystery shopping information to coach and recognize employees,
she says. A marketing piece that the company uses to promote the
benefits of electronic reporting is shown below.
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Customer Perspectives™ offers electronic reporting of your
mystery shopping results. This means you can access both
individual shopping reports and a variety of data summaries
from our secure, password protected website - anytime, day
or night. This also means your mystery shopping information
will be:
FAST - instantaneous
transmission
NEAT- all comments
are typed
SECURE- only those
with passwords have access
OTHER BENEFITS INCLUDE:
QUICKER TURNAROUND TIME - Report forms are sent
to and returned from shoppers electronically. Reports
are also edited on-line and then made available to you
and any designated managers instantaneously.
HIERARCHICAL SECURITY - You can control what information
is available to which level of managers (e.g. - store
managers can only see their store reports; regional managers
can only see results from their region, etc.)
TRIGGERS - You can specify that automatic e-mails
go to relevant personnel if - scores are below a certain
level - scores are above a certain level - when questions
receive particular answers, etc.
CUSTOMIZED DATA - You can use a variety of queries
to call up information in any way you want and change
it "on the fly". This offers endless viewing possibilities.
FASTER SCHEDULING - Because shops are electronically
scheduled, transmitted and edited, they are completed
sooner, faster and more accurately than ever before.
The technology used is state-of-the-art with continuous
new features and enhancements. You'll love it!
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