Mystery Shopping

As part of our commitment to providing exceptional service we employ an agency to carry out periodic mystery shopping activities on our staff. These can take the form of telephone, email or face to face enquiries and have been designed to help us measure the level of service we provide as well as identify any training needs that may arise.

Our mystery shopping takes place without warning and with real life scenarios so our staff cannot tell these apart from actual clients.

Mystery shops are generally recorded and fed back to the Chief Executive before being shared with the individual concerned.