Customer Service Audits–sometimes referred to as mystery shopping–refers to the act of measuring the quality of a retail service, or gathering specific information on products or services. This has longback been a tool used by Mystery Shopping Providers and market research companies, but is also becoming an increasingly useful customer service tool in the medical tourism industry.
Mystery shopping can be an effective tool in assessing and improving the customer service experience for medical tourists. When a hospital performs a customer service audit, results can be used to improve performance and keep employees in check.
So where would a mystery shopper be useful in the medical tourism industry? Facilities and providers for medical travel can often use the services of a mystery shopper in the international patient department, the reception area, the online customer service department, and the telephone switchboard.