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Upcoming Gold Certification Dates

Pittsburgh, PA 07.18.2008
Important News! The long-awaited MSPA Gold Certification DVD is now available! Click here for details and to order!

What is Mystery Shopping?

Mystery Shopping is the practice of using shoppers who have been specially briefed to anonymously evaluate customer service, operations, merchandising, product quality, and in special cases, employee integrity.

Mystery Shopping goes by many names:
Secret Shopping
Mystery Customers
Spotters
Anonymous Audits
Virtual Customers
Employee Evaluations
Performance Audits
Telephone Checks

Featured Article

Service Incentives

by Judith Ann Hess
President, Customer Perspectives


“Reward, whether in the coin of the realm or the psyche of the recipient, is critical to a service improvement program.” Ron Zemke, Service America

In our experience, the nature of the reward is not critical. The key is to “catch employees in the act of doing things right” and reward them accordingly. Some ways we have seen include:

  • Cumulative bonuses
  • A call of thanks from the CEO
  • An article in the bank’s ...more