Customer Service Guest Services Workshop Mystery Shop Other Services
Customer Service
Training		 Guest Services
Workshop		 Mystery
Shop		 Other
Services

Mystery Shop

The mystery shop (secret shopper) program is a vital component in measuring the current level of customer service at your venue and in customer service interactions. The results of these observations are ideally used in three ways:

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  1. Reinforcing positive fan interactions
  2. Identifying and reducing negative fan interactions
  3. Creating the customized training curriculum

Components of the mystery shop include:

  • Covert observation of fan interactions with game-day employees and/or volunteers
  • Timely results to quickly enhance the game environment
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