Perception Strategies passes 25,000 milestone for healthcare mystery shops

Indianapolis, IN; August 5, 2005 – Healthcare mystery shopping firm Perception Strategies, Inc. recently celebrated the completion of 25,000 mystery shops. The shops, carried out by trained professional actors, are performed for client hospitals, healthcare systems, and specialty clinics. The firm also serves dental and eye practices.

“With such a large quantity of mystery shops, we have learned a lot about human behavior ,” said Julie Bowes, a project analyst for the company. “Customers look for empathy and a personal connection. They equate good customer service with good healthcare. Because American consumers have a choice regarding their healthcare providers, they will migrate to the locations that provide top quality service.” Bowes believes that mystery shopping is the best way to fully ascertain the overall service picture from the customer’s viewpoint. “Ordinary customers that have negative experiences with a healthcare provider’s services are not likely to offer constructive criticism,” she explains. “Mystery shoppers are just like the ordinary customer, only they provide detailed feedback of the entire encounter. They are quick to point out what was done well and offer suggestions for how the experience could have been improved.”

Since 1998, Perception Strategies has been a leader in customer service research, management consulting, training, and mystery shopping, serving the needs of healthcare providers across the country. The company is owned and operated by Kevin and Brooke Billingsley, who bring more than 20 years of experience in healthcare marketing and customer service. Headquartered in Indianapolis, the firm has worked with clients in 17 states and the District of Columbia. In the last three years, its revenue and headquarters staff have doubled. Sales are forecasted at $1 million for 2005.

For further information about healthcare mystery shopping, please contact Lori Erickson Trump at 317-546-0970 or toll-free at 877-546-0970.