Mystery shoppers

Many organizations check up on their own level of quality by using ‘mystery shoppers’. This involves an employee of the company acting the role of a customer and recording how they are treated by the operation.

Choose two or three high-visibility operations (for example, a cinema, a department store, the branch of a retail bank, etc.) and discuss how you would put together a mystery shopper approach to testing their quality. This may involve you determining the types of characteristics you would wish to observe, the way in which you would measure these characteristics. Try out your mystery shopper plan by visiting these operations.

SPECIFICATIONS

·       Use your textbooks reading and at least 1 more resource.

·       Use your own understanding and words based on readings and at least 1 more source (Include Bibliography)

·       Cite correctly through your paper

·       Use APA writing style (See specs)

·       Remember to reply to at least 2 peers.

Please ensure that the discussion question response is substantive in nature, which includes a minimum of 300 words.  Please avoid writing the minimum. Please make sure that the response is topic specific and relevant to the course material.

Solution

Mystery shopping is a valuable tool for organizations to evaluate their level of customer service and identify areas for improvement. To put together a mystery shopper approach for testing the quality of two high-visibility operations, I would first identify the specific characteristics I want to observe. These characteristics may include the professionalism and attentiveness of employees, the speed of service, the cleanliness of the facility, and the Order a customized and more comprehensive answer here

Next, I would develop a measurement system to evaluate these characteristics. This could involve creating a scoring system or checklist to rate the performance of employees on each characteristic. I would also consider collecting feedback from actual customers through surveys or interviews to provide a more Order a customized and more comprehensive answer here

To test my mystery shopper plan, I would visit the selected operations and gather data using the measurement system I developed. This could involve observing employees in action and interacting with them as a customer, taking notes on their performance and any issues that arise. I would also gather feedback from Order a customized and more comprehensive answer here