translate freely
Because the inspected or evaluated object cannot identify or confirm the identity of the "mysterious customer" in advance, this investigation method can truly and accurately reflect the actual problems that exist objectively. The "mystery customer" method was first introduced by a number of international multinational companies such as KFC, Rogers, Nokia, Motorola and Philips to provide management services for their chain stores.
2 Introduction
Mystery customer detection first appeared in American banks and retail industry to prevent employees from stealing; In the 1940s, the word "mystery shopping" appeared formally, and began to evaluate customer service in this way. In the 1970s and 1980s, Shop'n Chek Company popularized mystery customer detection, which opened up a broad development space for it. In the 1990s, due to the development of Internet, the mystery customer detection industry experienced an unprecedented rapid growth stage and gained public recognition.
3 source
Mystery customer supervision law was first introduced by a group of international multinational companies such as KFC, Rogers, Nokia and Philips to serve their chain stores in China. In China, everyone is ridiculous about the story "How many steps does it take to put an elephant in the refrigerator", but this is the standard for westerners to do things: treat themselves as "idiots", and no matter what seems simple or complicated, they will complete them in several steps. With strict standards, that is, systems, we need objective tests. McDonald's said that they have a project called "Mystery Customer" in major markets all over the world, that is, shadow customers, and the same project is also being carried out in China.
This activity aims to evaluate the overall performance of food quality, cleanliness and service quality of McDonald's restaurants from the perspective of ordinary customers. McDonald's also said that the mystery customer project helps McDonald's managers and restaurant managers set up incentive and reward mechanisms for outstanding employees. Feedback from some markets shows that these reward mechanisms are very beneficial to improve staff morale and work performance. Because the shadow customers come and go without a trace, there is no time rule, which makes the managers and employees of chain stores feel some kind of pressure all the time and dare not slack off at all times, so as to keep a full working state at all times and improve the sense of responsibility and service quality of employees.
The mysterious customers of KFC are not just for anyone to play. They must be trained by KFC, familiar with the standard system of each link, and inspected according to the proposed "consumption plan". Objectively evaluate the inspection according to the standards, and finally compare and evaluate the stores according to the appraisal process.