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Airport Mystery Shopping Program FAQ’s

Are you considering a mystery shopping program for your airport?  Do you seek an improved passenger experience?  Are you interested in measuring performance and customer feedback?

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If so, then mystery shopping may be for you!  Those new to the prospect of mystery shopping may have questions about how it all works, so we have put together a primer for airport mystery shopping to help you navigate the possibilities.  Check out these FAQ’s and see if mystery shopping the concessions, services, or operations at your airport will keep you flying high…

1. WHAT IS MYSTERY SHOPPING?

Mystery shopping is a method used to gather data about how employees, processes, promotions, etc. are performing.  Undercover mystery shoppers pose as travelers, customers, members, visitors, patients, patrons, etc. for the purpose of reporting on their experience with an organization. 

2. WHY WOULD I USE MYSTERY SHOPPING IN MY AIRPORT?

Mystery shopping services focus on gathering actionable data designed to be used to help employees and organizations improve performance.  Mystery shops provide data that can be used to determine training needs, serve as a platform for reward and recognition, and to ultimately help improve the bottom line.

3. WHAT IS THE MOST EFFECTIVE WAY TO USE MYSTERY SHOPPING?

Mystery shopping is best used as a component of a comprehensive approach to performance improvement.  The most effective use of mystery shopping is through facilitating the process of collecting relevant mystery shopping data and transforming it into performance improvement strategies. The most important element of a mystery shop is its ability to improve employee performance.

4.  ISN'T THE AIRPORT A TOUGH PLACE TO MYSTERY SHOP?

There are companies that specialize in airport and post security mystery shopping.  These companies understand the nuances that exist within the airport environment.  Mystery shoppers often need special accommodation to pass through the security checkpoint to shop post-security locations. Working closely with airport authorities, expert mystery shopping companies employ various methods to successfully make this happen.  

5. HOW DO YOU MANAGE RESULTS & REPORTING?

Most companies have databases by which they store and distribute mystery shop data to appropriate people.  Some mystery shopping companies have proprietary experience measurement platforms that they use as a hub of all mystery shopping, data collection and reporting. (See CSE’s eView).  The combination of dynamic technology and a strategic approach offers airports and other clients  secure, efficient, accurate and reliable data; thus providing service measurement results that are customized, developmental, actionable and reliable.

If you are considering an airport mystery shopping program, start here to learn more!

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