BCLC is passionate about, dedicated to, and focused on providing an outstanding and secure service experience to all our players from ticket purchase through to prize pay out.
The BCLC Mystery Shopper Program is one measure used by BCLC to determine where we have been successful and, equally as important, where there is room for improvement.
As of December 2007, the majority of lottery retailers were visited at least once by a Mystery Shopper. An enhanced Mystery Shopper Program was implemented in January 2008. This program provides important information on where processes can be improved.
Mystery shops are executed by a third-party company that seeks to determine whether lottery retailers are complying with policies such as:
Returning tickets and providing validation slips
Ensuring the Customer Display Monitor is clearly visible
Ensuring that lottery tickets remain visible to the player throughout the validation procedure
Paying out the correct prize wins and following appropriate processes.
BCLC generates regular reports outlining the results of the mystery shops. In areas where improvements are required, BCLC Sales Representatives inform and guide the lottery retailer on steps they can take to improve their performance.
Although BCLC has been using the mystery shopper program for some time, in January 2007, the focus of the program shifted from a sales tool to a security tool.
The Mystery Shopping program provides one more way for BCLC to make certain policies and procedures are being followed properly. Results are forwarded directly to the BCLC Security department for review and action.
