outsourcing your program to a mystery shopping provider scot a. carson president / general manager
TRANSCRIPT
![Page 1: Outsourcing your Program to a Mystery Shopping Provider Scot A. Carson President / General Manager](https://reader035.vdocuments.mx/reader035/viewer/2022070411/56649c805503460f94936fbc/html5/thumbnails/1.jpg)
Outsourcing your ProgramOutsourcing your Programto ato a
Mystery Shopping ProviderMystery Shopping Provider
Scot A. Carson
President / General Manager
![Page 2: Outsourcing your Program to a Mystery Shopping Provider Scot A. Carson President / General Manager](https://reader035.vdocuments.mx/reader035/viewer/2022070411/56649c805503460f94936fbc/html5/thumbnails/2.jpg)
AgendaAgenda
• Benefits of Outsourcing
• Choosing a Provider
• Expectations of Program
• Types of Services Available
• Wrap Up / Questions
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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
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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
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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
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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
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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
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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
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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
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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
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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