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Description

Introduction: The All of Us Research Program (AoURP) implemented a Secret Shopper Program (SSP) to strengthen participant-centered recruitment. Patient and Family Advisory Council (PFAC) Advisors from Henry Ford Health’s Patient Engaged Research Center (PERC) were trained to simulate participant calls and assess the recruitment process. Methods: Using scripted personas, Secret Shoppers conducted mock calls and completed structured surveys in REDCap, along with narrative feedback capturing nuances such as tone, confidence, and flow of information. Evaluations focused on clarity, professionalism, and ability to address participant questions. Results: Findings revealed both strengths and areas for growth, leading to targeted recruiter coaching, script revisions, and enhanced training strategies. Quantitative and qualitative results showed improvements in recruiter clarity, confidence, and communication skills across multiple feedback cycles. Conclusion: This participatory approach established a continuous feedback loop between Advisors, recruiters, and leadership, ensuring real-world perspectives informed recruitment practices. The SSP demonstrates a sustainable and scalable model for improving participant engagement, enhancing trust, and advancing recruitment quality in large-scale research programs.

Publication Date

11-12-2025

City

Detroit, MI

Secret Shopper Program: Enhancing the Quality of Participant-Centered Recruitment in the All of Us Research Program

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