Specifications include, but are not limited to: 1. Conduct detailed, on-site mystery shops of food, news, retail and personal service venues at MSP, as directed by MAC. (Currently, 120 MSP venues participate in the shopping program, but that number will increase as MAC and Delta Air Lines add new permanent concessions on Terminal 1 - Lindberghs Concourse G, currently managed by Delta Air Lines, as well as Terminal 2 Humphrey). Mystery shops are to be performed on a timeframe established in advance by the MAC, currently monthly. The scope could, at the MACs discretion, be expanded to include mystery shops of other airport services, such as airport taxi services, as well. 2. Complete a detailed written report of each shop based on a bidder- created and MAC-approved survey. Survey categories may include but are not limited to: associate appearance customer acknowledgement and approach establishing rapport determining needs sharing knowledge promoting products handling the sale expressing appreciation facility appearance product quality and overall experience. 3. Provide reports at least monthly of, at minimum: each venues survey results composite scores by survey question for each venue and each concession category trending data of average scores by venue and by concession category.
