Mystery Shopping

About This Service

Are you as good as you think you are?

The importance of building long-term sustainable relationships with customers cannot be overstated but what are you doing about measuring the service that you offer in relation to what your customers expect from you?

Did you know that the quality of staff interaction with customers will have the greatest effect on customer perceptions of your organisation?

Mystery shopping is arguably the quickest and most effective way of obtaining feedback about the customer service standards that are being delivered by your staff.

We are specialist educational consultancy which has extensive experience of carrying out mystery shopping activities for the post-16 education sector.

We have a proven track record of undertaking mystery shops for Colleges and Work Based Learning Providers over several years.

By using our experienced personnel to play the role of customers, we can elicit natural and normal responses from your staff and provide you with reliable hard fact data for continuous improvement development.

Our policy is to provide a highly reliable, cost effective and professional service tailored to your individual needs. As such this includes:

• An initial consultation to establish your customer service objectives for both your internal and external customers
• Conducting the mystery shops via telephone, email and onsite enquiries as appropriate using realistic and relevant scenarios. We also provide analysis of the ‘ease of use’ of your website
• Producing a factual report which gets to the heart of the issues, providing you with compelling and meaningful insights in both graphical and text based form
• Identifying and implementing remedial and corrective actions as part of a process of continuous development and staff performance management
• Offering a broad range of complimentary quality assurance activities and related services