Clayton State University continues to strive toward excellent customer service and this fiscal year has launched a new mystery shopper initiative.
Clayton State’s Customer Service Team worked together to implement this beginning in the fall 2011 semester. The areas of focus are: Dining Services, The Loch Shop, Recreation and Wellness, and The HUB.
“The purpose of each program will be to use individual customer experiences to provide in-depth, qualitative feedback that can be used to supplement existing customer measurement tools,” says Carolina Amero, Clayton State’s assistant vice president of Auxiliary & Administrative Services, who was also named winner of the 2011 Joseph Greene Award as the University System of Georgia’s Customer Service Champion of the Year.
Clayton State’s computer support center, The Hub, initially began the “mystery client” program in March 2011. With much success and interest in this program the Customer Service Team worked together to build the current “mystery shopper” initiative.
“This program has been used to help us award our staff for great customer service, identify service improvement needs and expand the desire service for faculty, staff and students” says Director of Client Support Services Shannon Thomas, who directs The Hub.
“We strive to provide a great experience for our exercisers, including a variety of equipment, fun and engaging programming, and quality customer service. So the feedback we obtain is critical to that endeavor,” expresses Cindy Lauer, director of recreation and wellness.
Each area is offering incentives to participating faculty, staff, and students with the mystery shopper program.
“For the Dining Hall, we offer our mystery diner a meal and a meal for a friend to evaluate their service, their options and quality of the experience. Then the mystery diner completes an online survey that gives us quality and detailed feedback,” says Amero. For the Loch Shop, mystery shoppers are given a $10 gift card to spend in the store.
All areas have had successful experiences with this program and have made process improvements based on feedback from mystery shoppers. Amero plans to implement the mystery shopper program with other departments in the future.
Both Amero and Thomas are looking for new mystery shoppers. Qualified participants must be a current student, faculty or staff member. Those interested in participating in the mystery shopper program for The Loch Shop or Dining Hall are asked to contact Amero at CarolinaAmero@clayton.edu. Those interested in participating with The Hub as a mystery client, are asked to contact Thomas at ShannonThomas@clayton.edu.
For more information on the mystery shopper initiative at Clayton State, please contact Amero at CarolinaAmero@clayton.edu.