Video reporting (mystery shopping)

The benefits of video mystery shopping are obvious but before most organisations start to really explore how it could work for them, they get caught up with questions such as 'Is is legal?' 'Is it ethical?' and 'What will the staff think?'

These are very valid questions that any responsible company would ask itself. At Tern, we can provide proper guidance on the legal and ethical side of this service. A powerful medium such as this does require careful handling and we can provide guidance on how best to handle and distribute the data along with structured procedures on how managers can de-brief their staff and reap the full benefits that this service can bring.

Of course, one you've got video footage of service in your outlets, you can then consider producing a Best Practice DVD or making up an Induction DVD. The footage can be slotted into practically any presentation and we can assist in making this happen.

Video Mystery Shopping is often a new concept to many companies and therefore it can be difficult to effectively select a provider. We would recommend you ask your shortlist of providers the following questions;

• How long have you been offering video?
• Do you provide this service in-house or do you subcontract video work to another company?
• What equipment do you use?
• Who supplies and maintains it?
• How do you train and manage your video shoppers?
• Can I have a mix of written and video or are your programmes just one or the other?
• Can you provide me with references of other video clients who have used your service for more than two years?

If you like the idea of video but are reluctant to take the plunge for fear of staff reaction, please call us and we can talk openly about good practice and how best to handle any new project.