Office of Auxiliary Services April 20. 2012 Documents1/13 - BOT... · The Secret Shopper Program is...

North Carolina Agricultural and Technical State University

Explore. Discover. Become.

Division of Business and Finance

Office of Auxiliary Services

April 20. 2012

North Carolina

Agricultural and Technical State University 2

Overview

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The Secret Shopper Program is an initiative implemented to obtain an

objective view of North Carolina A&T State University through evaluating

our level of customer service. A Secret Shopper visits the departments

anonymously, posing as a regular customer, to experience and evaluate

the level of customer service provided.

Secret Shopping provides management with a detailed assessment of

employee performance and the variables that affect our customer’s

experience and satisfaction.

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Objectives

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The core business objectives are the following for the Secret

Shopper Program:

1) To provide management with a conclusive data to measure the

current performance of employees.

2) To provide management with an understanding of employee’s

areas of strength, while highlighting those areas requiring

additional attention or training.

3) To provide management with actionable information to improve

customer service and enhance employee performance.

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Development

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• A committee was established by the Vice Chancellor of Business and

Finance. It consisted of six (6) employees, two (2) students and later

joined by a consultant.

• Established regular meeting dates.

• Developed customer service standards, expectations and goals.

• Accessed the University’s current culture and re-evaluated it for

solutions of improvement.

• Established guidelines and continuity.

• Discussed the logistics for implementing the program.

• Identified and instituted a list of key departments that were student-

driven to target immediately.

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The Process

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O

• Committee members partnered with student participants to identify

questions pertaining to their experience.

• Committee prioritized a list of departments to target.

• Developed launch dates, locations and training for students

participating in the program.

• Identified specific departments peak hours of operations.

• Implemented an automated process to standardize the survey

questions through an iPad application for participating students.

• Established specific questions for the respective departments.

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The Test


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• Identified areas for “Soft Launch”. Locations included: Financial Aid Office

and University Bookstore.

• Selected questions and established different scenario's for the respective

departments.

• Targeted dates to execute the launch.

• Identified student participants and developed training instruments.

• Five students asked a series of questions pertaining to the FASFA in the

Financial Aid Office.

• Students completed a survey which included a series of questions regarding

their secret shopping experience on iPad’s within twelve (12) hours of their

visit.

North Carolina

Agricultural and Technical State University www.ncat.edu | Explore. Discover. Become.

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Preparation

• Each secret shopper received the following:

Training from a Professional Secret Shopper

Specific Questions for the assigned area

Confidentiality Contract and

Shopper’s Information Form

Survey Questions

Secret Shopper’s Checklist

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North Carolina


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North Carolina

Agricultural and Technical State University

Results


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• The first launch was March 1, 2012 with the

Financial Aid Office.

• Student survey included a series of 30

yes/no responses, short answer questions,

and a scaled questions.

• The scale questions went from 1-5 with 5

being the highest.

• The results collected from the launch

allowed the committee to address the need

to expand the quantity of shoppers.

North Carolina


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Yes 73%

No 27%

5. Were you acknowledged, verbally or non-verbally,

when you entered ?

Yes 91%

No 9%

9. Did the employee make eye contact with you ?

Yes 64%

No 36%

6. Were you greeted promply ?

Yes 82%

No 18%

11. Did the employee provide clear responses ?

Yes 91%

No 9%

10. Did the employee clarify the question ?

Sample Results for Soft Launch Bookstore

North Carolina


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This program will assist North Carolina A&T to become one of the premier

institution for higher education by providing exemplary customer service.

• Upcoming Secret Shopping Dates:

April 12th – 13th April 16th – 20th April 23rd – 27th May 3rd – 4th • Aggie Ambassadors will be participating in the Secret Shopper’s Program

• Explore official naming and branding of the Secret Shopper Program

North Carolina


Office of Auxiliary Services April 20. 2012 Documents1/13 - BOT... · The Secret Shopper Program is...

Documents

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