Mystery Shoppers
Mystery shoppers help our company by giving an unseen sight into the customers point of view. Do you think mystery shoppers actually benefit your company?
Michael, That's great. What specifically helped you?
Dr. Jean Norris
I have used mystery shoppers in are store and have learned a lot of do,s and don't about are shoppers and showed us a better services for me .
Paul, Interesting point! In my experience the goal of mystery shopping is to be constructive and offer feedback. Do you think that feedback will help your institution? In what ways?
Dr. Jean Norris
I think they can help if they present themselves with the same goals a student would have. If the secret shopper arrives with an agenda of looking for problems, they will surely find them. If they have a goal of trying to make the institution better, then they could offer constructive, necessary feedback that will aid in improvement.
Marife, That is an interesting perspective. It sounds like you have some experience here, would you care to share?
Dr. Jean Norris
An unbiased view can help a company improve thier service level. However, what matters is how the company dealt with the employee that failed to provide quality service.
Justian, Interesting perspective! Thank you for sharing!
Dr. Jean Norris
Of course, mystery shoppers would help any business that are consumer based. I feel that alot of times, after doing a job for a long length of time, we loose sight, so by bringing in an individual that knows the company goals and expectations could get individuals back on track.
I agree, mystery shoppers can be valuable. They may keep employees on their "toes" when it applies.
Glenda, Interesting! What do you think would be the outcomes of these touch points?
Dr. Jean Norris
If I was a mystery shopper...
I would assess the following:
Wait times
Meet & gret
How did they sale their programs
How did I feel at the end of the process.
The attention to detail-My needs and how they can help me.
Glenda, Great questions! What are some things you would assess to determine these criteria if you were to mystery shop your school?
Dr. Jean Norris
Companies do benefit from using mystery shoppers. if we said, we stand behind our name...Do we? if we said we'er the school that cares. Do we?
Sarah, You are correct that mystery shopping helps to improve business. Thank you for sharing.
Dr. Jean Norris
I do not have any testemonies of a first hand experience with a mystery shopper, but I understand and support the effort that is being made to that extent in order to improve your business.
Darci,
Mystery shopping provides many great resources, including helping everyone to practice the correct and ethical approaches to enrolling students. What are some other benefits you see to mystery shopping and the reports the shops might show you?
Dr. Jean Norris
I am not sure that we have ever had a mystery shopper but I think it would benefit us because I believe we become lackadaisical in our daily operations and could use a little "on your toes" approach. I believe knowing that we could be 'mystery shopped' would help us to bring our A game.
Amanda,
This is a great learning opportunity! Thank you for sharing.
Dr. Jean Norris
If we have had mystery shoppers in my department I have been unaware. What I can say is that we have potential employers visit regularly and they sometimes do not tell anyone until they have received their service. This seems to greatly affect the students when they have found out they have been in session with someone who could be their future employer, it encourages them to practice their professionalism in a more honest manner.
