Pamela, thank you for sharing your own experience with mystery shoppers. It sounds like you would have preferred not to know when the shopper comes through in order to gauge what really happens and also have an objective report. What a great perspective. The purpose of mystery shopping is to see the campus and the approach of your department through the eyes of a potential student. This helps ensure that student success is at the center of everything we do.
Dr. Jean Norris
Having previously worked in a 5 star resort facility, we 'knew' that a 'mystery shopper' or even an evaluator would be coming through. It did put us on alert, but I often felt we would have gotten a more realistic and objective report if we had NOT known the shopper was coming through at that time. We were always alerted as to who the mystery shopper might be. I think the fact that someone, not known, would be a great asset as to how we are doing.
John,
Mystery shopping can be a helpful way to get an objective perspective of how well your processes are working. Having an outside entity look at those processes and report back can be an eye opening experience at times.
Shannon Gormley
