Question 1
Regarding mystery shoppers, they:
◦ have been greatly improved with use of hidden video.
◦ are best used to catch workers doing things wrong.
◦ should only go to random locations.
◦ work best when they observe general conditions rather than pre-determined things.
Question 2
Companies should actively solicit feedback for the following reason(s):
◦ on average, one customer in four is dissatisfied with some aspect of a typical transaction.
◦ dissatisfied customers tell many others thus creating negative ripple effects.
◦ only 5 percent of unhappy customers will complain to the company.
◦ All of the above are good reasons for getting corrective feedback.