Outsourcing your Program to a Mystery Shopping Provider
description
Transcript of Outsourcing your Program to a Mystery Shopping Provider
Outsourcing your ProgramOutsourcing your Programto ato a
Mystery Shopping ProviderMystery Shopping Provider
Scot A. CarsonPresident / General Manager
AgendaAgenda
• Benefits of Outsourcing• Choosing a Provider• Expectations of Program• Types of Services Available• Wrap Up / Questions
Benefits of OutsourcingBenefits 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
Benefits of OutsourcingBenefits 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
Choosing a ProviderChoosing 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
Choosing a ProviderChoosing 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
Choosing a ProviderChoosing 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
Expectations of ProgramExpectations 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
Expectations of ProgramExpectations 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
Services AvailableServices 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
Wrap Up / QuestionsWrap Up / Questions
• Contact Info:– Mystery Shopping Providers Association– www.mysteryshop.org
– Scot A. Carson– [email protected]– www.amusementadvantage.com– 800-362-9946