Does Disney still have CM dressed as guest testing you guys in your stage performance? I wonder if any Veteran CM's could spot them out?? Have you?? And who were these people? Leads? Etc? Hired just for that job?
We have Mystery Guests. They are an outside company though. You can sometimes tell, only because some of them are lame actors and do exactly what their supposed to, in order. On Main Street each restaurant gets 2 a month.
Yea, I think we just had one in my location recently. He seemed new at the job though, it was fairly obvious he was reciting from a script that was written in very formal English (then again, he could have just been a guy who talks really formally...). I felt a bit sad, the guy seemed to be straining to remember what to say and also take note of how we were reacting at the same time.
Then Ed Grier came in and we all were on our best behaviour since he has more power over our jobs than some random Mystery Guest...
But to answer the original question. DL still has them, they're hired from an outside firm to just come in and buy stuff and then take notes like "CM#1 was nice enough to get me a new tray" that get posted in the back and are never read by anyone except maybe management, IMO...
We get Mystery Guests quite often at our attractions. And yes, its almost ALWAYS obvious, because they ask very specific questions that have nothing to do with our attractions.
But the results are posted where we can all see them, and it is a source of pride to the CMs that get singled out for good service.
I love the City Hall mystery guests because it's SO obvious when someone has about 15 completely unrelated questions. They need a GAC, they want you to explain fastpass, they need dining reservations, they have a random question about Walt's favorite toothpaste, they want Fantasmic viewing AND they just got evac'd off something and want you to fix it.
after you get that guest, you start checking the back for your scores every day.
"Remember 'Old Yeller'? We shot the dog." - Roy E. Disney
At our location the greeter gets quizzed, and if there's time they'll give everyone else on duty a heads-up. Otherwise the rest of us don't know the mystery guest is there; those are the times when its nice to be singled out for good service, when you really don't know.
When I was a trainer I would dress in street clothes, go to one of the other 3 parks armed with my camera and autograph book and "play guest". I would study the animation, autograph and guest interaction and critique it before going backstage and telling the CM what they did right/wrong.