Mystery Shoppers Hunt for Good Customer Service

[mandy]

"Mystery shoppers are there to simply measure what's going on," said John Swinburn, executive director of the Mystery Shopping Providers Association, a trade association based in Dallas that works to improve service through the use of mystery shoppers. "It's very useful for a company to know what's happening in their store environment."...

Businesses typically use mystery shoppers monthly. Doing so helps them reward outstanding employees, create training opportunities in areas where employees fall short and locate dishonest employees.

"Mystery shopping is not about catching people doing something wrong," said Mike Bare, president of Bare Associates. "It's giving them the opportunity to be successful. It's finding out who is doing a great job and who is not -- so they can improve."...

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