Jolau1701 From United States of America, joined Feb 2009, 258 posts, RR: 0 Posted (5 years 11 months 2 weeks 5 days 21 hours ago) and read 9019 times:
I have a curious question.
I have a friend that works for Air France as a customer service agent in SFO, and she tells me that during their briefings, they commonly talk about Mystery Shoppers and how they rate the CS agents over there at AF. (And usually it's quite poor from what my friend says)
I have never heard of an airline using the practice of Mystery Shoppers, with Air France being the sole exception. I know UA rates the customer service experience through the letters they get from passengers and rating complaint vs compliment and questionnaires that passengers fill out and turn in.
LanAlemania From Germany, joined Oct 2003, 191 posts, RR: 0
Reply 1, posted (5 years 11 months 2 weeks 5 days 20 hours ago) and read 8969 times:
I know of at least one european LCC doing mystery shopping, although not rating single employees but checking if all additional fares like excess baggage, if applicable, will be charged according to their rules.
My guess is that many airlines do it, just not necessarily to rate individual staff members but to check adherence to rules and service levels.
Planeguy727 From United States of America, joined Mar 2007, 1273 posts, RR: 1
Reply 7, posted (5 years 11 months 2 weeks 5 days 18 hours ago) and read 8618 times:
That's my dream job... To travel the world evaluating the consistency of customer service and meeting the rules and expectations. And most importantly, someone paying me to be on a plane or in an airport... FUN!
I make a point of sending thank you letters for good service (and feedback when no so good) to many businesses I use. I think it's a good idea. Even to fast food places (on the rare event I go to them), supermarkets, etc. I wish more people would send notes of appreciation for good service - it make a great incentive to keep up the good work!
And should you have the responsibility of hiring mystery shoppers for an airline - do contact me!
MillwallSean From Singapore, joined Apr 2008, 1330 posts, RR: 6
Reply 8, posted (5 years 11 months 2 weeks 5 days 15 hours ago) and read 8438 times:
Working with SM enables me to use Mystery shoppers on a regular basis.
I have been involved with projects for several airlines, bus companies and a few hotelchains.
Quite a few airlines use them. However its not common for them to pass judgement on individual staff at least not that I know of. I have never seen any Mystery Shopping task set out to judge individuals. It seems rather difficult to so that since you need to follow it up and measure it against something.
Or perhaps its just a random sample or a spotcheck. What anyone would learn from that is difficult to understand though.
Perhaps an overzealous manager that want to install control over the employers...
A good Mystery shopper will time tasks like check in. Ask check in representatives preset questions and see what answer thats given.
They will enter lounges and check them out according to a protocol or approach customer service with a set number of questions.
Plenty of Mystery shoppers never make it to the airplane, they only have a fake booking.
Most Mystery Shopper that gets on a flight aren't hired for the task, rather frequent passengers that agrees to perform certain tasks and gain, for example, bonusmiles for it.
Sending hired Mystery shoppers around the world would be a very expensive task. It might be financially justifiable on a domestic or limited amount of routes but not around the world.
I have been a Mystery shopper on many occasions.
As far as I know its often consulting companies that brings in the Mystery shopper when they get involved with an airline.
There might be an ongoing improvement program or it might be done as a benchmark. It all depends what you want to find out.
The hard thing with Mystery shoppers is that if you ask them to judge service overall, their responses will be based upon their own perceived image of service not a blank page.
Thats why anything that involves Mystery shopping has to be very carefully constructed and have limited room for individuals to use their own preferences.
I doubt there would be any interest in a Mystery Shopper that is so interested in airlines that they are on airliners.net
I would assume that such persons have preferences and thus might be less inclined to provide me with the answers I am looking for.
4EVERVARIG From United States of America, joined Jan 2009, 66 posts, RR: 0
Reply 13, posted (5 years 11 months 2 weeks 4 days 10 hours ago) and read 7204 times:
Quoting OHLHD (Reply 3): That is why it is called mystery shopper. Nobody should know about them.
I can tell you endless stories about mystery shoppers who took their job a bit to the extreme and gave me the "white glove treatment" if I didn't afford them "special service". I actually had a woman tell me "I am your mystery shopper and I am your worst nightmare". I gave her what she demanded and reported her to the ops department.