Programs that help nonprofit organizations, small businesses and other groups develop an evaluation process which involves having volunteer interviewers pose as clients or customers and rate pre-identified services using a structured rating form which can be paper or online. Secret shoppers connect with the organization in-person, by telephone or online. Secret shopper studies are generally used as part of the process of reviewing and assessing employee and manager behavior, service delivery procedures, and quality of products; and results may be used to make key improvements in customer relations, service delivery, product reliability and relevance, and/or organizational efficiency and effectiveness.
No programs.