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Question

Do airlines ever hire "secret shoppers" to fly on their flights?

Submitted: 583 days and 1 hours ago.
Category: Legal
Value: $30
Status: AWAITING CUSTOMER ACTION

Answer

Yes, and not only airlines are doing it. Secret shoppers, or Mystery Shoppers, are used by airlines, restaurants, grocery stores, funeral homes, Jiffy Lube, movie theatres, car dealers, shopping malls, hospitals, banks, even the Post Office. Businesses hire secret shoppers not only to pose as regular customers, but some even request that the shopper carry a hidden video camera to record their experience. The reasons for using secret shoppers range from quality control to catching theft. The feedback that companies get from secret shoppers is supposed to help them identify customer service issues which might cause them to lose business.

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Expert: Lawrence N. Rogak, Insurance Atty
Pos. Feedback: 99.4 %
Accepts: 
Answered: 4/18/2008

Lawyer

26 years litigating important insurance and injury cases; well-known legal author

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