Press Release: ” 75 Percent of Mystery Shoppers Say Customer Service Has Not Improved With the Addition of Summer Help” (Jul.2006)

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excerpt:
“Mystery Shoppers Weigh In on Impact of Summer Help on Customer Service; Participants Spend More Than 5,250 Hours A Month Shopping 3,500 Locations

With the summer season in full swing, many retailers and restaurants across the United States have hired part-time summer help. Overall, this extra help has not resulted in an improvement in customer service, according to more than 75 percent of mystery shoppers who attended the Mystery Shopping Providers Association (MSPA) Third Annual National Educational Conference for Shoppers held July 7-9 in Chicago.

Mystery shoppers are consumers who anonymously and objectively evaluate customer service, operations, merchandising, product quality and other elements of the customer experience…”

source: “75 Percent of Mystery Shoppers Say Customer Service Has Not Improved With the Addition of Summer Help” (Mystery Shopping Providers Association, Jul.19.2006) [press release]

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