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News
(Articles are in the language they were originally written.)
If someone posing as a representative of our company ever contacts you with a cashier's check, call us before you try to cash the check...it may be a scam!
http://www.mysteryshop.org/news/article_pr.php?art_ID=73
Trust In The Workplace: Taking Mystery Out Of Mystery Shopping
Ottawa Business Journal, January 2007
At least once in their lives, everyone has gone into an establishment and been appalled by the lack of service or filthiness of the bathroom and thought: "If management knew about this, they would not be happy." Many customers don't bother to inform management but make a mental note not to visit again.
http://www.ottawabusinessjournal.com/290982368324065.php
Mining Customer Feedback, Firms Go Undercover and On-line
The Globe and Mail, May 2004
A Bay customer was annoyed last week when a cashier was bogging down the checkout process because she didn't know how to work the register properly or remove security tags from garments.
http://www.theglobeandmail.com/servlet/Page/document/v5/content/subs
Mystery Shopping Isn't Customer Research
Quirks Marketing Research, January 2003
Mystery shopping can play a key role in the assessment of customer satisfaction levels in your organization. But it does not provide you with true customer feedback.
http://www.quirks.com/articles/article.asp?arg_ArticleId=1074
Tracking Slack Service: Firms turn to sleuthing by mystery shoppers to check out how customers are treated
Toronto Star, December 2001
Patrolling Fairview Mall, Lipton looks like your average innocuous afternoon shopper. But don't let his disguise of baggy jeans and a purple T-shirt fool you. Perceptive, discerning, demanding - he's every store's nightmare. Only he doesn't pay for their service. They pay him for his.
http://www.shoppersconfidential.com/mysterytracking.html
What Ever Happened to Customer Service?
Reader's Digest, January 2000
Retailing is big business in Canada. Every day millions of transactions take place in over 120,000 stores across the country, generating a staggering $260-billion-a-year flow of purchases. But why do those bad encounters with salespeople continue to bother us so?
http://www.readersdigest.ca/mag/2000/01/think_01.html
Mystery Shopping Useful Technique to Gather Customer Service Data
Ottawa Business Journal, October 1999
She's inquisitive, a bit stressed from her recent "ordeal" and a little confused about which lock is the best product. Conners, however, isn't an average customer. She is working undercover. She is mentally noting everything you say and do. And when she leaves, she will fill out a checklist that rates the store's strengths and weaknesses.
http://archive.ottawabusinessjournal.com/archive_detail.php?archive