3 Dental Practice Mystery Shopper Tips

• Laura Adams
• November 23, 2023

Gather Valuable Intelligence with a Mystery Shopper Program

Great patient experiences lead to lifetime loyalty. A positive experience will keep patients coming back for more whereas a negative one can lose them permanently. With the cost of living continuing to increase, understanding how your brand is perceived has never been more critical.

Probing your business through the patient’s lens brings a fresh viewpoint and creates a patient-centric culture at the heart of your practice.

Mystery shopping is a great way to measure your patient experience and learn how well your team are following your operational standards.

When carrying out a mystery shopping program, it’s important that we create a program that will give you the best possible data to draw conclusions from, and drive development. When creating a program, there are a few things that we suggest doing and not doing in order to get your most useful feedback:

 

Do: Inform employees, use mystery shopping to support employees
Don't: Use mystery shopping to catch employees by surprise

Do: Push shopper anonymity
Don't: Create barriers that identify shoppers

Do: Take high scores as a chance to measure different aspects
Don't: Make high scores the objective of your shops

 

Mystery shopping is a good way to find areas for improvement by measuring your patient experience. Creating programs that ask the correct questions and conceals the identity of your shoppers will provide you with the most helpful and unbiased feedback. This is an opportunity to engage and encourage staff members while always driving performance and progress.

 

Find out more about booking a Mystery Shopper Program today