Vital Link Between Management and Employee

Mystery secret shoppers are the most vital link between the top management of an organization and its front office. They work as agents for the firms and visit their front offices to assess the degree of consumer satisfaction and front office activities. If they are good, the agent gives a favorable feedback of these activities to the top management of the organization. Similarly bad feedbacks are also given, if necessary, and the top management takes adequate measures to improve the front office performance. There are different types of profiles that the agents have to work under. There are video agents, reporting agents, telephone agents, postal agents, home agents and e-mail agents.

Nowadays, a lot of firms are hiring video mystery secret shoppers to record the activities that take place in a retail outlet, or a hotel or any other place where the front office performance is to be evaluated. The agent has to visit two or three venues in a single day and record the proceedings out there. He has to take care that he does the recording in a covert manner. The agents are usually asked to cover a radius of about 150 miles per day. This might involve them to travel to neighboring towns as well. The agents who use videos do not need to produce any written reports as the video usually reveals everything about the front office activities. Hence, there is no scope of information distortion owing to the bias of the agents in anyway.

The reporting mystery secret shoppers are the ones who are assigned work in the area in which they live. They are asked to visit malls in the area of their residence. These agents fill in questionnaires that are presented to them just after they visit a shop and observe everything. They fill in the questionnaires and submit them to the firms conducting the survey and they are paid for their opinions.

These days there are telephone agents who call up consumers over the telephone to find out the level of their satisfaction and also for research purposes. The agents make calls at their convenient times. The conversations are recorded with the internal recording systems of the firms. Knowledge of the local languages and accents is preferred as the mystery secret shoppers have to interact with a variety of clients both from the domestic and business sectors from different regions.

The feedback of consumers regarding their satisfaction levels can also be conducted by mailing them questionnaires that they fill at leisure. The address of an agent is given for correspondence. The agent collects all the mails for a given firm from his locality and sends them to the parent firm. The advantage of this process is that fast reception of feedback is enabled by the firm because it is cheaper for people to mail out filled out questionnaires to local addresses than to directly to the addresses of the firms that are remotely located. This enhances the number of feedbacks that are obtained by specific firms.

Some firms, like insurance agencies and those offering financial advice, appoint secret mystery shoppers to evaluate the performance of their staff who visit the homes of consumers. Some residents working as agents opt to receive the insurance agents and financial advisors as consumers and evaluate their performance. The email agents send mails to their clients to find out about the consumer services of the firms that they work for and send the feedback to the relevant authorities. They are paid per enquiry.

Gold River Self Storage

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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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