The “experience” that consumers have when they use your services will largely determine whether they come back, whether they recommend your services to friends and family, whether they write positive reviews about you online, and whether they will positively add to your Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores. One method for grooming your organization to provide the requisite “good experience” for your consumers is to deploy a consumer experience research tool – AKA mystery shopping – that can help you gauge your customer service competency. If you are unfamiliar with the process, there is both a simple description . . .