Document

Report
Mystery
Mystery
Shopping
Shopping
Promoting Quality in One-Stop
Career Centers
Region V Disabilities Training Forum
March 3, 2004
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EMPLOYMENT AND TRAINING ADMINISTRATION
UNITED STATES DEPARTMENT OF LABOR
Mystery Shopping Environmental Scan
Themes
 Widely used in the private sector and
increasingly in the public sector
 Shoppers pose as customers to evaluate
quality and consistency of customer service
 Measures performance against a set of
standards/expectations
 Provides a third party objective view
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EMPLOYMENT AND TRAINING ADMINISTRATION
UNITED STATES DEPARTMENT OF LABOR
Mystery Shopping Environmental Scan
One Stop Career Center Results
The “snapshot” revealed:
 10 states have programs ( Alaska, District of
Columbia, Kansas, Kentucky, Michigan, New
York, South Carolina, Texas, Utah,
Washington)
 Some WIBs in six states have programs
( Florida, Minnesota, North Carolina,
Pennsylvania, Washington, West Virginia)
 10 other states expressed interest
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EMPLOYMENT AND TRAINING ADMINISTRATION
UNITED STATES DEPARTMENT OF LABOR
Mystery Shopping Environmental Scan
One Stop Career Center Results
Obstacles to implementation include:
 Lack of funds
 Fear factor or the “gotcha” syndrome
 Lack of knowledge on how to set up a program
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EMPLOYMENT AND TRAINING ADMINISTRATION
UNITED STATES DEPARTMENT OF LABOR
Mystery Shopping Environmental Scan
One-Stop Career Center Case Studies
 State-Led
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–
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Michigan
New York
South Carolina
Texas
Washington
EMPLOYMENT AND TRAINING ADMINISTRATION
UNITED STATES DEPARTMENT OF LABOR
 Locally-Led
– High Country Region,
North Carolina
– Pacific Mountain
Partnership,
Washington
– Philadelphia
Workforce Investment
Area, Pennsylvania
– Walla Walla,
Washington
Mystery Shopping Environmental Scan
Critical Components
 Involvement of all affected parties
 Clear set of locally developed standards
 Questionnaire designed to measure service
standard/expectations
 Staff Training on the service
standards/expectations
 Recognition program
 Analysis and use of results for continuous
improvement
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EMPLOYMENT AND TRAINING ADMINISTRATION
UNITED STATES DEPARTMENT OF LABOR
Mystery Shopping Environmental Scan
Key Findings
 Mystery shopping can be a used to improve
service quality
 Mystery shopping should be built around
critical components and expectations
 Mystery shopping should be integrated with
other quality initiatives
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EMPLOYMENT AND TRAINING ADMINISTRATION
UNITED STATES DEPARTMENT OF LABOR
Mystery Shopping Approach
 Qualitative and quantitative data collection
 Shop in-person, by phone, email and web
 Diverse shoppers including
• Small business
• Individuals with disabilities
• Limited or non-English speakers
 Common categories
• Physical facilities
• Knowledge, skills, helpfulness of staff
• Quality of resources available
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EMPLOYMENT AND TRAINING ADMINISTRATION
UNITED STATES DEPARTMENT OF LABOR
Mystery Shopping Next Steps
 ETA articulates One-Stop expectations
 ETA operates mystery shopping within the
context of defined One-Stop expectations
 Mystery shoppers will include a variety of job
seekers and employers, including people with
disabilities
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EMPLOYMENT AND TRAINING ADMINISTRATION
UNITED STATES DEPARTMENT OF LABOR

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