Article: “Mystery Shoppers’ Solve Retailers’ Customer Service Issues”

excerpt:

"The retail industry uses such "mystery shoppers" to rate the customer service provided by their stores and restaurants. The people anonymously rack up hundreds of dollars in purchases every month — and get paid to do it…Virtually every service-related business uses mystery shoppers to check on their employees and improve their training programs. "The shopper's job is to come in and give us a pop quiz without us really knowing it," said Brian O'Toole, manager of Jack Astor’s Grill and Bar in Cary."

source: "Mystery Shoppers' Solve Retailers' Customer Service Issues" (NBC17, Feb. 8, 2006)

WaiterBell Angle: This is a pro-active method for restaurants to examine their customer service. Another pro-active method for restaurants to invest in their customer service is the WaiterBell system. Unlike "mystery shopping", this is an investment that pays for itself day after day.

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