SECRET SHOPPER PROGRAMS

WHY USE MYSTERY SHOPPERS?

With the current emphasis on universal access to employment services for all members of the community, including people with disabilities, the workforce development field needs to evaluate service delivery. A "mystery shopper" program is one of many evaluation tools available to Workforce Investment Boards (WIBs) and One-Stop Career Centers to ensure continuous quality improvement and customer satisfaction. The program allows organizations to collect qualitative, "real-life" data on the experiences of One-Stop Career Center customers from the customer perspective. Through this technique, agencies can gain a more dynamic picture of customer service and identify key areas for improvement.

WHAT IS A "MYSTERY SHOPPER"?

The mystery shopper program aims to evaluate how a business responds to its customers. The idea is simple: would-be customers who have been previously trained regarding the areas to be evaluated enter a business, use the services available as any random customer would, and report on their experiences. To ensure that a typical experience is captured, the mystery shopper does not inform the employees of their special role. In fact, it is critical for the effectiveness of the program that staff be unaware of who the mystery shopper is. It is important to remember that a mystery shopper evaluates the system, not people.