The RWHC Mystery Shopper Program, exclusively for RWHC Members, aligns Member hospitals that are willing to "mystery shop" one another's facilities to help each hospital improve their customer service experience. RWHC monitors and assigns shoppers to ensure that anonymity is maintained, and that any non-negotiables are identified for the hospital. There are three components to the program: a Live Shopper experience at the hospital, where a staff person from another Member hospital arrives and meets with staff of the facility to learn more about their services; a Phone Shopper experience used to determine consistency of branding and staff interactions during phone calls at their hospital; and a Website Shopper experience used to evaluate the hospital's website in terms of ease of navigation, consistency of branding, overall appearance, relevant and current information, etc. Each hospital participating in the mystery shopper program receives a reporting of the findings.
Click here for more information. Contact: Carrie Ballweg, Education Services Manager, cballweg@RWHC.com.