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Outsourcing your Program to a Mystery Shopping Provider Scot A. Carson President / General Manager.

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Presentation on theme: "Outsourcing your Program to a Mystery Shopping Provider Scot A. Carson President / General Manager."— Presentation transcript:

1 Outsourcing your Program to a Mystery 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 –www.amusementadvantage.com –


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