Shoppers' View Blog

Using Hidden Video to Improve the Customer Experience

Today’s retailers know that every moment you have with your customer can provide you with valuable feedback on the products and services you offer, and on the experience your customers have while they’re in your store.

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Can I Record Without Consent in my State?

Did you know? Hidden video mystery shopping and telephone mystery shopping are legal in most U.S. states, thanks to one-party consent laws for video and phone recording.

If you’re looking for customer experience research in one of the two-party consent states below, you may want to consider other options for strategic results.

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Measurement and Accountability

The scenario
Imagine you’re a restaurant executive, and you’re tasked with setting a new standard for customer service across your locations. Your team develops extensive training for hosting and serving that is implemented around the country. Thanks to your efforts, staff will now train with a sample script and procedural guidebook to keep brand consistency and industry best practices. It’s been a year-long reorganization, and you’re proud of the work you’ve done to release these new materials. Time for some vacation...right?

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[video] Hidden Video Mystery Shopping with Shoppers' View

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