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Discuss the use of a mystery shopper to assess the quality of a service. - Scottish Highers Business Management - Question d - 2023
Question d
Discuss the use of a mystery shopper to assess the quality of a service.
Worked Solution & Example Answer:Discuss the use of a mystery shopper to assess the quality of a service. - Scottish Highers Business Management - Question d - 2023
Step 1
Advantages of using a mystery shopper
Answer
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Objective Perspective: Mystery shoppers provide an outsider's view on the quality of service, ensuring an unbiased assessment.
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Consistency: The approach ensures that every customer interaction is evaluated equally, providing a standard measure of service quality.
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Positive Feedback: Businesses can gain valuable insight from positive feedback, which can be leveraged to improve service delivery and motivate staff.
Step 2
Disadvantages of using a mystery shopper
Answer
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Staff Concerns: Employees may feel apprehensive or threatened by the presence of mystery shoppers, which could potentially affect their performance.
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Resource Requirements: The need to pay for mystery shoppers can impose an additional financial burden on the business.
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Limited Experience: Mystery shoppers usually evaluate just one location in a short time frame, which may not accurately reflect the overall service quality across all branches.