Mystery Shoppers & Blind-Study
Learning about the role of myster shopping, of which for many years I was unaware of who they actually were, reminded me of blind studies, of which the company or healthcare laboratory being studied are unaware of the specimen they are examining, and the outcomes of such laboratory procedures renders results onto quality control and practices complied. Mystery shoppers are that blind study sample, presented to the company in order to unbiasly observe and conclude customer service practices and efficiency in running their businesses to the standards that satisfy the general population.
I agree with Michele, because these are random studies conducted while the company people are unaware and while it may be good for improvement, it also exposes weaknesses that if handled correctly, it will make room for more improvement.
Michele, They do sound similar. Have you found the results of these assessments to be positive?
Dr. Jean Norris
