There is simply no end to the types of businesses that can benefit from the services of a mystery shopper. In airlines people do love to take part in mystery shopping as it allows them to have their say and opinion on the level of customer service they receive and feed their experiences back to the company involved. This means that secret shoppers have a direct effect on how the company will change its ways, standards of service or values. It is also very exciting and has the potential to be a good way to earn money. For the undercover shopper, that means they usually get a free flight, money and expenses paid for, and in return their valuable insight into the daily running’s of the flights and everything to do with it, is very useful for the company. The areas that airlines are always working on improving include the amount of lost luggage and why it gets lost, the waiting times for gates and flights, as well as any over-booking. Although, airlines can send out customer service surveys, they do not give a true picture of what actually happens day-to-day during flights. A secret shopper can make a detailed document as what they see, which is then collated and used to measure the effect on business.
It is not only the financial aspect of being a secret shopper on flights, but they can also highlight areas where security measures are being missed or safety aspects can be enhanced for passenger safety and to save the airline from potential law suits.
Operational Excellence : Mystery Visits, Mystery Calls, Mystery Emails, Lead Management
Price Tracking : Price Check Audits. Internal Controls : Internal Audits, FAVT.
Benchmarking : Competition Benchmarking, Cross Industry Benchmarking.