Independence Group agents may extend the use of mystery shoppers to video staff in a scheme pioneered by leading member Hays Travel Group.
It began using mystery shoppers with hidden cameras to check on staff in its 32 shops 18 months ago, and has been using the footage in training. Hays Travel managing director John Hays said: “The reaction has been remarkable.”
He told the consortium’s conference in Cyprus: “People who were mystery-shopped last year had better performance reviews this year.”
The video shoppers cost £150 per session, but the rewards exceed the outlay, said Hays. Independence member John Burroughs, managing director of Uniglobe Preferred Travel, said: “It’s brilliant. We’re introducing it in our shops.”
Richard Dixon, director of Holidaysplease.com in Birmingham, said: “It’s valuable because it shows people what they are actually doing.”
Hays warned: “If the video is used wrongly, it could be awful. We would not recommend doing it without training.”
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