Inside Customer Service

APRIL 22, 2021

The hotel used mystery shoppers to evaluate its operations, and the valets had earned a string of poor reports. Next, the manager started sharing each mystery shopper report with the team. Associates at one retailer struggled to follow procedures for building product displays.

Mystery Shopper 182

Mystery Shopper Customer Service Government Retail 182

Kerry Bodine

MAY 11, 2020

Secret shopping: Certain business-to-consumer industries — most notably, but certainly not limited to retail — lend themselves to having a large number of mystery shoppers evaluate their experiences while shopping or getting service. Just don’t rely solely on this research method.

Mystery Shopper 122

Mystery Shopper Customer Experience Government Retail 122

Customers That Stick

DECEMBER 15, 2014

of respondents said they have “felt sorry” for retail workers who work on holidays. Retailers might want to be some research of their own about whether or not opening on holidays is worth it in the long run. If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping.

Mystery Shopper 126

Mystery Shopper Contact Center Social Media Retail 126

Qualtrics

FEBRUARY 21, 2021

We’ve heard of them before, but what does a mystery shopper do and how can they drive customer experience improvements? What is a mystery shopper? A mystery shopper, or a secret shopper, is a person who is hired to audit a company to see if they meet standards. Who hires them? What do they do?

Mystery Shopping 29

Mystery Shopping Mystery Shopper Customer Experience Retail 29

InteractionMetrics

SEPTEMBER 17, 2019

Moreover, in 2016, we conducted a study of the surveys issued by the nations’ largest retailers. With one exception (7-Eleven), the surveys by the top retailers were unscientific and failed the basics of customer engagement. Start by using mystery shoppers to document which customers are asked to take your survey — and how.

Double-Barreled Question 45

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 45

InteractionMetrics

SEPTEMBER 17, 2019

Moreover, in 2016, we conducted a study of the surveys issued by the nations’ largest retailers. With one exception (7-Eleven), the surveys by the top retailers were unscientific and failed the basics of customer engagement. Start by using mystery shoppers to document which customers are asked to take your survey — and how.

Double-Barreled Question 40

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 40