Here's what other have said about evaluation...

"The worst thing you can do is to be superficial about measuring customer satisfaction. Customers are bright. They see right through the hypocrisy..." Sheila Kessler, Measuring and Managing Customer Satisfaction, Quality Press, 1996.

"I think it would be very valuable for both new and continuing staff to see one another's work - not to look for errors, but to observe good habits and to note common problems. We need to build some trust so that this can be a safe exercise for staff." *

"The founders of the Ruby's chain of restaurants use mystery shoppers - individuals hired to pose as customers who report on how they were treated. A key to making the program work is having a mystery shopper visit on a regular basis." 301 Great Customer Service Ideas, Inc. Publishing, 1997.

"Shopping around is one of the best ways to keep your service fresh and to keep the grass greener on your side of the fence!" *

"Evaluating transcripts can be a little intimidating and embarrassing. No one likes to look at herself and critique her own work... But transcripts are a valuable learning tool. They are like having a videotape of your reference interview." *

* Comments from learners and trainers who participated in the Anytime, Anywhere Answers training, November 2002 to May 2005.