Bank Customer Service News

What is Mystery Shopper Interview Bias?

Aug 26, 2009 by Elaine Buxton

Businesses considering mystery shopping services sometimes ask us about “interview bias,” or the concern that the mystery shopper will sway the employee to behave in a certain way or that the mystery shopper will bring opinions to the shop visit which might affect the outcome of the research.

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Mystery Shopping Call Scenarios for Banks

Sep 10, 2009 by Elaine Buxton

Considering telephone mystery shopping call scenarios for your bank ? A good starting point is to think about the client interactions that are most critical to the achievement of your bank’s sales and service goals.

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