Our shoppers are first and foremost consumers. They are trained to be observant and provide the depth of who, what, when, where and how in each shopping report. However, just like your patients, they are not trained on the ins and outs of healthcare protocol.

We test, verify, and target employee behavior and system processes in order to reveal satisfaction barriers through customized deep dives. We also identify behavioral characteristics of high and low performers to be used in motivating and coaching employees.

We conduct both ongoing programs to show continual progress or individual benchmark studies to test the waters or isolate a specific concern. We also highly encourage clients to shop competitors and individual employees when appropriate in order to provide detailed comparisons.

We do not perform healthcare mystery shopping just to spotlight your organization’s shortcomings. We believe it is critically important to identify extraordinary behavior as well. Each of our studies/programs features our recognition for exceptional service – The Extra Mile Award. For an example of an Extra Mile Award Certificate, click here.