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.