Originally Posted by
garykung
First - I am a mystery shopper. But I am not working with UA.
There is nothing truly neutral, even with mystery shoppers.
What customers experience daily are usually random. Mystery shoppers experience are staged. In other word, mystery shoppers are paid to make troubles and report.
Regardless if a company has avenues to listen to customers or not, mystery shopping is always a good way to improve services, as it does not only focus on the customers' perspective, but also if the employees are doing the right or not.
Also - mystery shoppers can't affect personnel decisions. The purpose of the entire "operation" is to improve, which problematic employees will be re-trained up to the standard.
In my mystery shopper experience - By not giving miles, UA is basically exposing all shoppers to their employees.
I agree with you. Why would people on FT and employes of UA know of this "mystery shopper" plan beforehand?
If a "bad apple" is found... what does UA do? Leave it alone, write up, or retrain?
Again to the 95% of the good/great - keep up the good work UA employees. You just need to work as a team (I know it is not your choice). "Team UA" (or whatever slogan you want to use). No more CO or UA - just United Airlines.
In my mystery shopper experience - By not giving miles, UA is basically exposing all shoppers to their employees.
This is the greatest statement of all. UA get it together! Management does not want the "real" results from the mystery shoppers. Save your money - and maybe buy some DL stock.