I was talking to a client the other day and they asked me how I know our survey facilitator’s are doing what they should be doing, and that they represented our brand the way I wanted them to.
My answer was simple. We mystery shop them! By using a secret shopper, it allows us to see how they’re doing, without having to be in 1,000 places at once. Are they engaging? Are they talking on the cell phone? Do they look like they slept in their uniform?
Do your vendors use an independent third-party verification, such as secret or mystery shopping? If I were you, I would insist on it!
For more information, check out our other blog posts or stop by our other web sites for ServiceQuality.US or The Service Quality Department.
