An Introduction to a Secret Shopper Program. ”Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.” - Peter Drucker. An Introduction to a Secret Shopper Program. Josephine O’Mallan Sales Lead, Aztec Recreation Center, SDSU.
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”Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.”
- Peter Drucker
Aztec Recreation Center, SDSU
It’s the next best thing to a hidden camera without sound!
1) Developed our own line of questioning.
2) Coached supervisors on how to use the tool.
3) Marketing developed numerous (reusable) scenarios over time.
-Departments created scenarios and typical follow-up questions.
4) Introduced database of shops using excel.
-Copy of entire database available on website.
-Make use of sheet tabs to organize shops by department.
* See page 1 of packet
-Recommend a committee to develop these standards
* See page 2 of packet
* See page 2 of packet
-Note areas the employee could improve on.
-Note areas they did well in.
* See page 3 of packet
*Good: point the direction of where to go.
*Excellent: escort the guest to the lost & found desk and inquire about the situation.
*Bad: say they don’t know and end the conversation there.
*Ideally: hand them a flyer with the hours or open the website and tell/write it down for the guest.
POOR customer service: basic evaluation report from Nordstrom.
EXCELLENT customer service:
-Advertise on main website and within facility (ie. flyers).
-Variety in times & activities.
-Looks like your average participants, but not an obvious target.
-Not all professors or students.
-Not just fit or good looking people.
-Thorough with attention to detail.
-Timely delivery of the reports.
-Good written and verbal communication.
-Passion for fitness and recreation.
-A limited amount of “acting” skill.
1) Must wear uniform and name tag
2) Cannot eat or play with cell phone in sight
* See page 4 & 5 of packet
-1 shop per month
participation within the organization.
-Keep track of shopper activity in excel spreadsheet.
-First 2 incomplete shops are excused
-2 late shops excused (but discussed)
2) Performance Records
-Calculate the Rate of Return for overall program.
ie. 45/60 shops returned in 4 months = 75% ROR
* See page 6 of packet
-30 hours per month
-$1,500 per year for bonuses awarded