Mystery Shopping Provides a Systematic Feedback Loop

In “shopping” (sometimes called “mystery shopping”), trained and supervised “shoppers” actually engage in typical transactions with customer contact personnel and then rate specific attributes from a customer’s perspective.  These include such traits as:

•  friendliness                                    •  attitude

•  courtesy                                         •  communication skills

•  appearance                                     •  integrity

The ratings are done in a manner that allows easy comparisons between employees, shifts, locations and periods of time.  This provides important data about the effectiveness of your employee selection and training, thus giving you a built-in, objective and systematic feedback loop.

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