Mystery Shopping for Customer Services 2008-09
Results updated 7 Aug 2013
The findings of the mystery shopper exercise can be found in the link document, accessed through the link below.
Links:
Overview
Mystery shopping provides evidence of an actual service provided and helps organisations know how well they perform against their Customer Care Standards. It is therefore regarded as a powerful tool to measure customer service.
The mystery shopping exercise uses individuals trained to observe, experience and measure the customer service process, by acting as a prospective customer with realistic but made up questions or queries. Mystery shops are conducted by telephone, personal visits, e-mail and letter.
Areas
Audiences
- Residents
Interests
- Richmond Borough
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