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Outsourcing your Program to a Mystery Shopping Provider

Outsourcing your Program to a Mystery Shopping Provider. Scot A. Carson President / General Manager. Agenda. Benefits of Outsourcing Choosing a Provider Expectations of Program Types of Services Available Wrap Up / Questions. Benefits of Outsourcing. Objective Feedback

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Outsourcing your Program to a Mystery Shopping Provider

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  1. Outsourcing your Programto aMystery Shopping Provider Scot A. Carson President / General Manager

  2. Agenda • Benefits of Outsourcing • Choosing a Provider • Expectations of Program • Types of Services Available • Wrap Up / Questions

  3. Benefits of Outsourcing • Objective Feedback • No bias or conflict of interest • Regular guests of your facility • Diverse shopper demographics • Whole facility approach • Maintain the Mystery • Shopper identities & dates unknown • Anyone could be shopped at any time • True snapshot of guest experience

  4. Benefits of Outsourcing • Low start up costs • No large capital expenditure • Little or no setup fees • No additional hiring or staff • Staff Resources • No drain on HR or IT • Staff focused on results • Quick Implementation • Evaluation form adaptation • Shopper database • Quick results 48 hours

  5. Choosing a Provider • Industry Experience • Brings industry knowledge • Leverage successful criteria • Focus on custom tailored solution • Industry references • Account Management • Third party scheduling • Proactive about improvements • Flexibility to change

  6. Choosing a Provider • Shopper Base • Adequate number for rotation • Shopper screening • Rapport with shoppers • Location • Most providers work nationwide • Shoppers are local • Website recruiting • Schedulers assigned by region

  7. Choosing a Provider • Company Size & History • Stability and experience • Size of accounts they service • Dedicated to mystery shopping • Commitment to Integrity: • Association membership • Code of Professional Standards and Ethics • Shared best practices • Shopper certification programs

  8. Expectations of Program • Facility Rollout • Communicate concept & process • Establish Incentive goals • Not identifying shoppers • Eliminate Obstacles • Importance of nametags • Single point of contact • Front line management involvement • Avoid revealing questions

  9. Expectations of Program • Who are shoppers • Customer service savvy • Not private investigators • Supplemental income • Understand the process • Outlining program goals • Establishing evaluation criteria • Scheduling & quality control • Follow up / changes

  10. Services Available • Reporting Types • Yes/No & True False • Gradient Scoring • Narrative Explanations • Percentage Scoring • Additional Services • Enhanced Reporting • Digital Photos • Recorded Phone Calls • IVR Phone Surveys • On-the-Spot Employee Recognition

  11. Wrap Up / Questions • Contact Info: • Mystery Shopping Providers Association • www.mysteryshop.org • Scot A. Carson • scarson@amusementadvantage.com • www.amusementadvantage.com • 800-362-9946

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