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Mystery Shopping / Phantom Visit Programs

Business Development

Duration: Other

Workshop Description

Mystery Shopping / Phantom Visit Programs

Mystery Shopping is the most accurate and reliable tool a business can use to gather information regarding their actual customer service performance at the moment of truth.  this moment of truth is not when the staff is on their best behavior because the boss is around.  It is when they interact with customers duing their normal daily routines.

This is where the Mystery Customer comes in.  They pose as an ordinary customer and provide feedback of both factual observations (ex: the floor was free of debris) and their own opinions (ex: I felt that the temperature in the establishment was too cold.  or I was treated very respectfully and the employee knew about the product I wanted).

The specific objectives/criterion evaluated at each visit and for each staff member is customized depending on the industry, specific business and the desired results.

Data compiled and analyzed from Mystery Customers/Phantom Visitor reports will allow your organization to identify strengths and weaknesses, target training to needed areas, set up reward or incentive programs for your employees, check employee integrity and compliance, maintain an ongoing objective view of your business and its performance, improve the operation and profitability of your business.

Designed for

Every business in every industry who has employees dealing and/or interacting with customers face-to-face and via telephone.


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