Who uses mystery shoppers?

Hi,

I had a very interesting meeting with Carol MColl of Mystery Shopper Scotland today. I'd met Carol to investigate how we might do business together and help each others businesses.

What I didn't expect was  the breadth and variety of client types that Carol and her team support via their mystery shopper operation.  You, like me, may well expect mystery shopper clients to be large blue chips and multi-site retail operations.

Carol does deal with this type of client, but is also involved with many SMEs too including; opticians with several branches, care homes, juice bars and even hair dressers.  Now it's high end hair dressers admittedly but it does show that SMEs are taking their customer interactions very seriously and are prepared  to invest to ensure they are getting it right.

Carol's company like other mystery shoppers provides a detailed report on the findings of the visits which can be used to improve the customer interaction experience.

I wonder just what other organisations have  thought of using mystery shopper services and what they've gained from the process? I'd love to hear everyone's experiences or thoughts on using a mystery shopper.

Brian