Outsourcing your ProgramOutsourcing your Programto ato a

Mystery Shopping ProviderMystery Shopping Provider

Scot A. Carson

President / General Manager

AgendaAgenda

• Benefits of Outsourcing

• Choosing a Provider

• Expectations of Program

• Types of Services Available

• Wrap Up / Questions

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

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

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

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

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

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

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

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

Wrap Up / QuestionsWrap Up / Questions

• Contact Info:– Mystery Shopping Providers Association– www.mysteryshop.org

– Scot A. Carson– scarson@amusementadvantage.com– www.amusementadvantage.com– 800-362-9946