Improving Customer Service
Reprinted with permission from Physician Referral & Telephone Triage Times, Vol. 7, No. 2. February, 2007.
Health Care Taps Mystery Shoppers
Wall Street Journal, August 8, 2006. Article by Shriley S. Wang.
Mystery Patients Evaluate Health Care
Indianapolis Star, "Corner Office," May 8, 2006. Article by Jill Phillips.
It's A Mystery
Health Executive Magazine, February 2006. Article by Brooke Billingsley.
Idea Watch: Mystery Shopping
Coffey Communications eNewsletter, October 2005. Article by Cherry Bayley.
FRONTLINES--PATIENT SATISFACTION: Mystery Patients
HealthLeaders Magazine, September 2005. Article by Paige Bierma.
Campus Cleanliness and Healthcare Marketing
Healthcare Marketing Report, July 2005. Article by Richard L. Cohen.
Shopping for good health
Reprinted with permission from Indianapolis Business Journal, Vol. 25, No. 29. September 27-October 3, 2004. By Shelley Swift.
Solving the Mystery Behind Customer Service
Reprinted with permission from Indianapolis Business Journal, Vol. 24, No. 44. January 5-11, 2004. By Tom Murphy.
Closing the Loop in Call Center Mystery Shopping
Reprinted with permission from Physician Referral & Telephone Triage Times, Vol. 4, No. 2. February, 2004.
Using a Better Informed Workforce to Keep Customers in the Loop
SHSMD Spectrum, May/June 2003. Article by Kevin W. Billingsley
Mystery shopping continues to make inroads into healthcare
Healthcare Marketing Report, January, 2003. Article by Richard L. Cohen.
Is a 'mystery shopper' lurking in your waiting room?
Medical Economics, May 21, 2001. Copyright(c) 2001 by Medical Economics Company. Reprinted by permission from Medical Economics Magazine. Website: www.medec.com. Article by Deborah Borfitz.
Mystery shopping captures missed opportunities
Reproduced from May 2000 issue of COR Healthcare Market Strategist, with permission from COR Health LLC, 805/564-2177. By Karen Southwick.
Mystery shopping should be more than a supplement to patient satisfaction surveys
The Alliance Report, June 2000. Written by Kevin Billingsley, President, Perception Strategies, Inc.
Mystery shopping provides customers view of call center
Printed with permission of Physician Referral & Telephone Triage Times. For more information about this publication, please call 770-457-6106.
Service providers can learn a lot in Acting 101
Reprinted from Marketing News, November 9, 1998. Written by Kevin Billingsley President, Perception Strategies, Inc.