Hamilton County
Secret Shopper Program
Secret Shopper Instructions - Telephone Shopping
Step 1
Preparing to shop
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Become familiar with the services offered at the departments you are assigned to shop. |
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Prepare the telephone evaluation form required. |
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Decide on two or three questions you will ask. |
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Determine why you are calling and prepare your customer scenario based on the questions you will ask. |
Step 2
Making the call
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Make your secret shopper call during normal business hours. |
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Call during the time period allotted by the Secret Shopper Coordinator. |
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Each department assigned is to be called three times with different personas, i.e., wrong number, standard citizen call, caller has a problem. |
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Don't tell the person you speak with that you are a secret shopper. Just act like it's an ordinary call. |
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Ask the questions you have chosen, or any other questions you think of. |
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If the person you speak with does not give their name, be sure to ask for the person's name before you hang up. |
Step 3
Complete the evaluation form
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Complete the telephone call evaluation form immediately after your call. |
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Please write legibly using clear and concise statements. |
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Place your completed evaluation forms in the self-addressed, stamped envelope provided and place it in the U.S. Mail or drop it off at 138 E. Court Street, Room 603 or fill out the on-line evaluation form. |
Be objective
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Report in a factual manner based on direct observations during the telephone call. |
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Report specific behaviors versus your personal opinion or speculation. |
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Report in a manner that will positively contribute to the continuous improvement efforts of the department you are shopping. |
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Note customer-pleasing elements, best practices observed, and recommendations for further improvement. |
Evaluation Criteria Guidelines
| Strongly Agree: | Employee exceeds the
standard. Employee does an excellent job. Employee goes above and beyond what's expected. Employee provides more help than what was requested. Employee provides exceptional service. |
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Agree: |
Employee meets the standard. Employee does an adequate job. Employee provides the help that was requested. Employee provides good service. |
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Disagree: |
Employee does not meet the standard. Employee fails in one or more aspects of the standard. Employee does not provide help obtaining the information requested. Employee provides less than adequate service. |
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Strongly Disagree: |
Employee does not meet the standard, and it causes a problem. Employee fails in all aspects of the standard. Employee does not even try to provide help obtaining the information requested. Employee provides exceptionally poor, unacceptable service. |
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| Below Average Exceptionally Poor |
Less than Average |
Average | Above Average Exceptionally Good |
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Your answers are important to us. Thank you.
