IMPLEMENTING A MYSTERY SHOPPING PROGRAM

Ellis provides you with everything you need to implement your own mystery shopping program.

With the current competitive environment, apartment communities and management companies need to evaluate service delivery. A "mystery shopping" program is one of many evaluation tools to help ensure continuous quality improvement and customer satisfaction. The program allows organizations to collect qualitative, "real life" data on the experiences of customers from the customer perspective. Through this technique, agencies can gain a more dynamic picture of customer service and identify key areas for improvement.

Implementing a mystery shopping program involves recruiting, selecting, and instructing people to serve as shoppers or selecting a professional Shopping Company to do that for you. After collecting and analyzing feedback, organizations can identify what changes to implement.

Ellis will show you how to:

• Plan your Shopping Program
• Establish a Shopping Budget
• Select a Shopping Company
• Establish Expectations and Goals for the Program
• Develop an Assessment Report
• Establish a Shopping Schedule
• Use the Results in Training
• Set up Ongoing Reviews