What Is Mystery Shopping?

January 12, 2018 | Author: Anonymous | Category: Social Science, Political Science, Civics
Share Embed Donate

Short Description

Download What Is Mystery Shopping?...


圖資三 B96106007廖元敏 圖資三 B96106022徐宜安 圖資三 B96106041周式萱

What is mystery shopping?  Why use mystery shopping?  What items are evaluated?  Film  Controversies  Mystery shopping laws 

Secret Shopping

The practice of using trained shoppers to anonymously evaluate customer service, operations, employee integrity, merchandising, and product quality (MSPA)

Evaluate your own service

Evaluate a competitor’s service

To know how your customers perceive your products and services compared to that of your competitors.

greeting  customer service  facility cleanliness and orderliness  speed of service  product quality  employee product knowledge…… 


Does it violate the employee’s right to privacy? Does it run afoul of employment law?

For Recording Telephone Mystery Shops (vary by states) 1. “no consent required” 2. “one-party consent required” 3. “dual-party consent required” 4. use the state requirements of the more restrictive statutes and laws.

For All Mystery Shops Performed in the State of California 1. Mystery shop results cannot be used as the sole source for disciplining shopped employees 2. A copy of the shop itself must be presented to the employee

View more...


Copyright � 2017 NANOPDF Inc.