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Month: January 2010

MYSTERY SHOPPING / SECRET SHOPPING | Can’t Afford It?

Thu, January 21 2010 - 8:59 AM
Cost is an obvious consideration for any new or existing secret shopping initiative. The cost to you will depend on the complexity of each mystery shop. You're basically paying for someone's time and expertise. For a quick secret shop that takes 15 minutes onsite (and probably another 20 minutes preparing the report) you should plan on spending approxim…

MYSTERY SHOPPING / SECRET SHOPPING | Don’t Get Chained Down

Thu, January 14 2010 - 7:14 AM
I received a call the other day from a prospective new client. She went through a pretty standard list of questions for me, and educated me on her organization's specific needs. She mentioned that they were trying out a mystery shopping program, and didn't know how long they could commit for. She also mentioned that the final questionnaire wasn't yet co…

MYSTERY SHOPPING / SECRET SHOPPING | Different People See Different Things

Wed, January 13 2010 - 9:13 AM
When you are looking over the mystery shopper's reports for your organization, take a moment to look at who's doing the shops. Are they the same shoppers? Every report? The plus side of having consistent shoppers is that they know the observation by heart, and don't miss any of the questions. The negative side is that they lose their objectivity. They…

SECRET SHOPPING / MYSTERY SHOPPING | New Years Resolution #11 – KISS

Mon, January 11 2010 - 9:45 PM
Well, 2010 is finally here! The age of technology is here and I bet you think I'm going to suggest a new form of software, or system, to track customers and aide building customer loyalty. Wrong! The first thing I recommend is the old adage "KISS" or "Keep it Simple, Silly" Go back to the basics. Are your employees doing them? Every time? I had the o…

INDUSTRY NEWS | The Service Quality Department / ServiceQuality.US Kick-Off 20 Y…

Sat, January 9 2010 - 10:23 AM
In a ribbon cutting ceremony today, CEO and Chief Innovation Officer Dr. Jeffrey Kasper kicked off a year-long celebration of The Service Quality Department and ServiceQuality.US' 20th Anniversary. "Back in 1990, we had zero clients, zero shoppers, and a dream. Here we are, 20 years later. Today, we have almost three-quarters of a million shoppers, hund…

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