Like most retailers, the Postal Service uses mystery shoppers — customers unknown to the retail staff who fill out evaluations on their shopping experience — to determine how well retail units are performing. Not every postal retail unit is visited by mystery shoppers. Only units with a certain amount of revenue are included in the mystery shopper program.
Mystery shoppers record how long they spent in line, how the retail unit looked, how courteous the retail associates were, and other details about their visit. For example, sales associates are supposed to ask whether a package contains anything liquid, fragile, perishable, or potentially hazardous. Mystery shoppers are asked to note down whether anyone asked them this about their package.
Five weeks ago, Pushing the Envelope dealt with the topic of “upselling.” Some of the questions on the mystery shopper evaluation relate to which products sales associates promote to their customers. Given the variety of customers and types of transactions, the need for a uniform approach to customers is important. Is it appropriate, however, to include items generally viewed as “upselling” in the mystery shopper program?
Loading ...What about the mystery shopper program in general? Is it effective or can it be improved? What do you think is the most effective way to ensure postal retail units provide good retail service?
This blog is hosted by the OIG’s Risk Analysis Research Center (RARC).
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I LOVE the idea of mystery shoppers.
The practice can help everyone: business and client
The business gets some constructive criticism (and sometimes an eye-opening slap in the face), and the customer gets a better overall experience after the problems are corrected.
BUT, it only works if the business takes that information and uses it to make changes for the better, instead of simply stacking the feedback forms in a big pile to serve as fireplace starter… Or worse, justifying the bad experience in some way (i.e. “We don’t get paid enough to go the extra mile!”).
Use the mystery shopper feedback to make REAL changes in the way your business runs, and you’ll have clients telling their friends, family and co-workers about the outstanding experience they had with your business.
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Sometimes i think that it is unfair to have mystery shoppers in certain situations. for instance if you are a shopper of food service what if they have a bus of 75 people. it is not a normal situation.
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I had no idea the USPS used “mystery shoppers.” I think it’s a great idea. I love my local post office because the staff there is truly the best I’ve dealt with.
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USPS – please use the Mystery Shoppers to observe the CUSTOMER SERVICE provided by Post Offices, not just their selling technique. While most service is wonderful, the Post Office at Decatur, Georgia has FREQUENT LONG LINES to the door. Fights have broken out in the lobby trying to get the Post Master to add clerks to the windows. That is what will sink the USPS, not how many add-ons they sell.
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I love the idea of the post office using mystery shoppers! I think that mystery shoppers in general are one of the best ways for retail stores and government agencies alike to find out what really goes on and how the customer is really being treated. Kudos on the article!
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