Also known as covert mystery shopping, video mystery shopping is an evidence based in-person mystery shopping method. Specialist video mystery shoppers use a covert body worn camera to film the interaction between themselves and the relevant staff member. The recorded footage is provided along with a written feedback report, to allow for evidence-based training and feedback.
Regardless of your industry, the effective use of covert cameras will help your front-line teams see exactly how they interact with your customers. By utilizing covert video mystery shops, you can show both the individuals’ strengths and any areas that need improvement, which in turn allows the individual to see for themselves exactly what they’re doing and the opportunity to improve.