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Mystery shopping allows gathering of detailed qualitative data from the perspective of your customer. This type of data collection can be employed across all auxiliary departments in any customer-facing service. Join us to learn how to build surveys based on your customer’s journey, recruit a range of customers to be your secret shoppers, incentivize the program, and use the results to ultimately improve your operation. Learn from an institutional colleague on how she employed an auxiliary-wide mystery shopping program. Additionally, join us in discussing how this process might look different in modified operations due to COVID-19.