Mystery Shopping FAQ's

JPL's Training Coordinator. Sara Radovic, shares this update with you:  "Thank you to everyone who responded to the Customer Service Satisfaction survey!  We have compiled your questions and below is a list of frequently asked questions with answers for you.  If you have a question that isn’t addressed on this list, please send it to me at sradovic@coj.net.  I will answer it and update the FAQs accordingly.  Again, your participation is appreciated!"

                                       MYSTERY SHOPPING FAQ'S

What will they be looking for?

The mystery shoppers will be looking at four aspects of our services – Circulation, Reference, Customer Service, and Front-line Marketing. The shoppers will be asking routine questions at the Circulation and Reference Desks. They will be assessing:
- the accuracy of the information given out (was the correct policy stated?)
- overall customer service.

What is expected of staff ?  Will I be judged for something I didn't know I was supposed to do or know?

The mystery shoppers will be asking the same kind of questions we get day-in and day-out. You are already doing most of what they’ll be looking for.  Front-line marketing is something new for JPL, and Training will make sure you’re given what you need to know to be successful in a shop.

Will the shopper check phone etiquette?

Yes, we anticipate that the mystery shoppers will evaluate phone etiquette.

Are there disciplinary procedures in place for poor mystery shopping feedback?  Will this have any impact on our performance reviews and in the distant future when we may start getting raises again, will this be a factor?  How is this going to tie into my performance management?  Is this an information gathering tool for training?  Are the above behaviors those that will be "graded" or are there other aspects?

Staff won’t be disciplined for a poor shop. It’s not a gotcha. The purpose of the mystery shopping is to assess effectiveness and determine needs for additional training, not to penalize staff. The shops can be looked at as being just another kind of customer feedback, and it’s up to the manager’s discretion as to how he/she wants to incorporate them into the performance reviews.

Are the mystery shoppers going to be regular customers who are willing to assist or are they people who do this as their job?

The mystery shoppers are professionally trained as shoppers, though they could very well also be current JPL customers.

How in-depth will the circulation questions be for staff who work in a reference department?  Some mystery shopper experiences the staff has had involved mystery shoppers being instructed to act out, be difficult, or ask what we cannot provide. Will this type of testing the staff be used?  Will the shopper ask hard questions or routine questions?  Will they understand that neighborhood libraries may be different than larger branches?

The mystery shoppers will be asking routine questions, the kind we get everyday at the Circulation and Reference Desks. They won’t be instructed to be difficult customers, and they won’t be asking weird or bizarre questions. We understand that the neighborhood libraries are different than the larger branches and have developed specific questions for the shoppers when they are there.

Will the staff be aware when the mystery shopper is coming in?

The mystery shops will start in March and managers will know within a few days when their branch has been shopped.

Will staff have an opportunity to share their experience with this endeavor?

The managers and Administrative staff will have direct access to the shops once they’re completed and will discuss outcomes in their regular staff meetings. There will be system-wide recognition of good shops.

How did this start?

Mystery shopping was selected to support Objective #6 in the Balanced Scorecard – "Practice essential behaviors of customer service excellence" and "Give accurate information to customers."