Mystery Shopping

A group wide resident mystery shopping programme was set up in 2008 and since that date our customers have completed a fantastic 5421 ‘shops’ which has provided us with significant information about how they feel about our service delivery both locally and at Group level.

Since setting up the mystery shopping programme we have had major changes to both our customer satisfactions surveys and our customer engagement programmes and we felt that it was a good time to review the mystery shopping programme.

As a result we have agreed to end the fixed Group wide programme which had a set timetable for shopping rounds each year. However, mystery shopping is still one of the options that can be used locally as part of service reviews or for specific local requirements such as after an office move.
So we do hope that there will be opportunities to carry out mystery shops in the future, but this will be on a more ad hoc basis than previously.

We would like to thank everyone that has taken part in our mystery shopping programme in the past and if you enjoyed being a mystery shopper why not speak to Melanie McAdam in the Sustainable Communities Team to find out what other options there are for you to get involved.

Last modified 29/01/13