Airlines often need more feedback on service quality than just their frequent flyers' complaints. Here are some reasons why it's worth it for airlines to use mystery shopping on a regular basis.
1. Mystery shoppers can provide unbiased feedback on staff operation.
Too often airlines receive customer service feedback when customers come to them with a complaint. In many such cases, these complaints are overreactions and not always representative of the actual situation. Moreover, if flyers are satisfied with the flight, they rarely share their good experience.
Mystery shopper evaluation is an opportunity for airlines to receive realistic feedback on the flight.
2. Mystery shoppers help monitor the competition
Mystery shopping can also help airlines to monitor competitors.
This is to further both competitiveness of the airline and customer satisfaction.
3. Mystery shoppers are good at evaluating staff compliance with standards and procedures.
Mystery shoppers can also check company requirements compliance by staff during the flight.