StellaService never reuses phone numbers or emails to maintain mystery shopper anonymity.
Dave Miller · Jordy Leiser, StellaService // Data Driven NYC 23 // January 2014 (Hosted by FirstMark Capital) · Mar 3, 2014 · at 11:29
Dave Miller, Head of Data Operations at StellaService, explains the mystery shopping operational protocols required to maintain anonymity when evaluating retail customer support.
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“We can never use the same phone number twice with the company. We can never use the same email twice.”
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More from Dave Miller
StellaService mystery shoppers log roughly 50 days of aggregate customer hold time.
“That also means we wait on hold forever. Humanity, just around 50 days. So overall that means, it's not one person sitting there 50 days, obviously, but it's a lot of time, because it takes us a lot of time to get to the person on the phone, as we all know.”