圖資三 B96106007 廖元敏 圖資三 B96106022 徐宜安 圖資三 B96106041 周式萱.

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Presentation transcript:

圖資三 B 廖元敏 圖資三 B 徐宜安 圖資三 B 周式萱

 What is mystery shopping?  Why use mystery shopping?  What items are evaluated?  Film  Controversies  Mystery shopping laws

 Secret Shopping  The practice of using trained shoppers to anonymously evaluate customer service, operations, employee integrity, merchandising, and product quality (MSPA)

 Evaluate your own service  Evaluate a competitor’s service  To know how your customers perceive your products and services compared to that of your competitors.

 greeting  customer service  facility cleanliness and orderliness  speed of service  product quality  employee product knowledge……

 Does it violate the employee’s right to privacy?  Does it run afoul of employment law?

 For Recording Telephone Mystery Shops (vary by states) 1. “no consent required” 2. “one-party consent required” 3. “dual-party consent required” 4. use the state requirements of the more restrictive statutes and laws.

 For All Mystery Shops Performed in the State of California 1. Mystery shop results cannot be used as the sole source for disciplining shopped employees 2. A copy of the shop itself must be presented to the employee

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