Australian transport system introduces 'secret shopper' program

The contractors test everything from ticket office staff knowledge to barrier staff uniform presentation and the level of litter at stations.

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June 16, 2015

Australian transport system introduces 'secret shopper' program — Marcus Wong Wongm

1 min to read

MELBOURNE, Australia — Public transport operators are enlisting so-called “mystery travelers” to ride Melbourne trains, trams and buses to report faults and staff misbehavior, The Age reported.

The mystery travelers test everything from ticket office staff knowledge to barrier staff uniform presentation and the level of litter at stations. The program focuses on 81 premium train stations, but workers also board trains to check the quality of electronic displays and announcements. For the full story, click here.

Topics:customer service operations Management

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