Wednesday, June 13, 2007
More on mystery shoppers
Several months ago, I wrote a post on our use of mystery shoppers to evaluate and improve customer service. Today Liz Kowalczyk at the Boston Globe covers the story in more depth (and with better writing!) I also find it really interesting to see the different perspective on this technique across the city's hospitals.
Posted by Paul Levy at 6/13/2007 04:59:00 AM