Assessing The Customer Experience To Achieve Outstanding Customer Service: The KidsPeace ‘Mystery Shopper’ Case Study

What are the key factors that make a potential customer decide to choose, or not choose, your organization when they need services? Quality? Price? Customer Service? Do you know how well you are doing in achieving those key factors? And if you think that customer service — and consumer and customer perceptions of service — play a role, do you really know what your customers think? Do you know what it’s like to be a customer of your organization?

In November 2006, the KidsPeace Corporation, a non-profit children’s services organization headquartered in Orefield, Pennsylvania, began implementation of a customer . . .