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More Feedback: "I
just wanted to take a moment to tell you how well our
Mystery Shopper report was received by the Leadership
Team.....I believe a big part of their willingness to
accept the information was because it wasn't all bad.
I think you and your mystery shoppers did a good job
of seeing both the good and the bad and made sure that
your final report contained both...your company has
done a great job giving us an honest, unbiased look
at what our customer sees. Thanks!" “The
team was impressed with your background in healthcare,
your experience, your attention to detail and your commitment
to this work as a means of improving customer service
in the healthcare setting…Our team’s confidence
in your abilities has been rewarded…We have been
pleased with the in-depth reports received as a result
of our first wave of mystery patients.” "When
we asked you to evaluate our projects, you gave us tremendous
insight on both the good and the bad. You provided practical
suggestions on how to improve our operations and marketing...The
reports you prepared for us most recently provided a
meaningful analysis of what we are currently doing well
and what still needs some work. Your work has definitely
been worth the investment." “I
wanted to let you know how much I appreciated the work
you did for the California HealthCare Foundation…The
thoroughness of the process and the professionalism
of the “shoppers” allowed us to have insight
into a growing problem…The request for detailed
reports from the hospitals has been overwhelming. We’ve
received requests from all of the major systems as well
as from many smaller hospitals. I would estimate that
in all about 75%of the hospitals surveyed now have their
reports. A number of them have since gotten back to
me indicating they are taking action.” "I
have found Barbara's analysis to be the most "on-target
of any mystery shopping service we have tried in the
past." "Bill
Neff, our trainer, was dynamic and very well informed
about the continuing care sales process. He managed
to keep the team involved with the training through
his use of interaction...Thank you for the tailored
scenarios you created. They were very much on the mark...and
since they were so familiar to them, they paid rapt
attention."
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- Presbyterian
Homes & Services, Princeton, NJ.