Quality Assurance Services Make Better Mouse Traps

A Quality Assurance Service improves the way most businesses conduct secret mystery shopping. It goes to show that if you build a better mouse trap, the world will beat a path to your door. Secret shopping or mystery shopping is nothing new in the customer service industry. It has been used for over 50 years to measure the quality of retail service. A Quality Assurance Service conducts secret shopping in many forms. Secret shopping ranges from paid surveys to recording phone calls to in person evaluations. Nowadays, mystery shopping can be performed using the internet to evaluate the customers shopping experience. Every customer service industry, such as hotels, retail stores, restaurants, movie theatres, self storage, apartment rentals, and gas stations, participates in mystery secret shopping.

A Quality Assurance Service hires people who want to make some extra money to secret shop these businesses. They can be stay at home moms, students, or anyone who wants a flexible schedule where they can set their own hours. Usually, job seekers find mystery secret shopping jobs on the internet through a Quality Assurance Service. Sometimes they never meet their employer. All contact is through email. A secret shopper is sent a mission via email and he or she submits the evaluation via email or through the Quality Assurance Service website. Then the secret shopper is paid by direct deposit or by a check sent in the mail.

Though the internet has improved the administration work on how a Quality Assurance Service conducts business, Quality Assurance Service also has improved the mystery shopping experience. When mystery secret shopping was invented, a mystery shopper would walk into a retail store or restaurant, evaluate, and walk out. Though this technique is still used today, Quality Assurance Service has taken it a step further. The secret shopper no longer keeps his identity a secret. After the sales portion of the shopping experience, a secret shopper will reveal his true identity and purpose. After the sales person gets over the initial shock, the mystery secret shopper transforms from mystery shopper to sales trainer. In the old days, a month would have passed before a salesperson knew he was secret shopped. But Quality Assurance Service realized it was critical for businesses to fix their customer service issues pronto. So Quality Assurance Service decided not to keep their secret shoppers a secret and use them to train and correct their clients sales approach. This gives a salesperson one on one training with a customer service expert and the salesperson can use that training during the very next sale.

Before Quality Assurance Service existed, most secret shopping events occurred in-house. A company would send a regional representative or another sales representative for another store location to conduct the secret shopping exercise. However, this approach comes with two flaws. First, this gives the company only a few chances to secret shop because the salesperson will eventually recognize the face as a secret shopper. Second, the evaluation results are biased and do not represent the customers actual experience.

Since Quality Assurance Service came into being, mystery shopping has become more customer orientated than company orientated. Since secret shoppers represent the public, they think and act like actual customers than someone with an agenda. A Quality Assurance Service is an outsourced company with nothing to gain or lose from either good or poor customer service. They just report their experience from the customers point of view.

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

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