Q: Do you ever call in and pretend you're a customer to test your customer service?
A: No, I don't do mystery shopping.
Q: Why? Is it deceptive?
A: No. I would advocate calling in like any customer if you need a product or service, but there are other ways to get the information.
Q: How do you accurately measure consumer satisfaction?
A: I use many internal measurements and match them to external measurements. We know how many (complaints) per 100 customers that we receive and whether it's going up or down. We measure billing errors. We're also into surveys that are not burdensome (for the customer to answer). Some of those are automatic and can be done with a voice product. Customers can say if they've had a good experience or bad, and we can get those immediately to the employee involved. We constantly compare internal measures to those done externally to be sure we're getting an unbiased view of what's going on.
Originally posted by Marc Peabody:
Surveys are only valid if those being rewarded/punished are not the same people that organize the survey's statistics. That would be a conflict of interest.