Mystery Shopping a new service technique that will open your eyes

For those who do not know what mystery shopping is, well it is a technique that many companies in different countries around the world use to measure or assess the service provided to customers.  They focus on the different dimensions of service.  Panama is not the exception, now many companies like world-wide renown Hotel brands, restaurants, Banks and even private schools are opting to implement this service measuring technique to better serve their customers, see in what their employees are failing, in what stage of training they have to be reinforced.

Why Panamanian companies are doing this?, since Panama has become a center of business and tourist attraction, in 2012 Panama was in first place among the best tourist destinations followed by Costa Rica in second place.  Since we have received this honorable place thanks to happy customers, Panama wants to exceed and go beyond.

The goal of many companies is to offer a 100% of satisfaction to guests, because 99% is not acceptable.  This technique focuses on the 5 dimensions of service that all companies need to consider if they truly want to deliver exceptional service experience to both internal and external customers.  The mystery shopping trend looks to see how well the service provider greets you, if they call you by your name, ask you to have a sit while assisting you in any process, offer you something to drink to make the waiting time less tedious, if they know their products, how fast they give services, but not only fast but efficient and trustworthy, if the place is clean, if the temperature of the place is comfortable, if they have sits available and many other criteria.

According to the Service Quality Manager in CA bank of Panama, they do this to measure a program that has been just implemented in the company; they just want to know how efficiently this goes and how many are happy with it. He also said that he was shocked when he saw the outcomes of the Technique, not saying that they were  giving a bad service but a service that did not match with the high standards of the bank.

So you better be ready for you never know when you will be measured...