A company’s goals often aim to train its employees to consistently deliver quality services.  Concurrently, mystery-shopping measurement has been used effectively to objectively evaluate whether employees follow the visions of a company’s quality service.

PROCESS

This research focused on the development of objective and reliable measures for the presented mystery shopper evaluation forms, testing the measurements through a pilot project…, and integrating the results with senior executive team members and senior managers’ feedback.

FOLLOW UP

The corporate vice president of operations…was actively involved with the outcome of the pilot test. The vice president of operations effectively facilitated several managerial meetings with the general manager and assistant managers two weeks after the mystery shopper reports were presented.  Several follow-up meetings were conducted…to ensure that employees were recognized for their excellent service and continuously meeting and exceeding the standards of the corporate office.

CONCLUSION

The basic concept of using secret shoppers is to have individuals experience real-time and onsite quality of services and record how the mystery shoppers felt about the quality of services and if the employees met or exceeded the company’s standards….dependent upon meeting service standards and developing a feedback loop.  Mystery shopping programs have demonstrated their ability to contribute to organizations in this regard…

The corporate executive members have taken action to motivate and develop service and management personnel by providing them with training and promotion opportunities.  On another important note, researching competitors’ strengths and weaknesses of service and product quality services by contracting consultants and or researchers to investigate what others are doing will yield trendy insights about what to do more or less of in each area, including exterior of the business site, hosting quality, service, product items, management, facility, and all related attributes that impact customers’ loyalty and satisfaction as a whole.

Authors:

Rachel J. C. Chen The University of Tennessee

Clayton W. Barrows University of New Hampshire,

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