Mystery shopping for counters and customer services.
Observations on the customer experience at service counters and in public services.
Let’s start with the experience.
We assess the user experience in public services through scenarios and criteria agreed with the head of administration.
- Accessibility of information about the service
- User welcome and guidance
- Clarity, courtesy and completeness of responses
- Application of the terms of service
Who it is useful for
Local authorities, public offices, healthcare facilities and postal services.
The outcome for management
A confidential report for the manager, detailing observations, shortcomings and suggestions for improving customer relations.
Checklists, indicators and reporting procedures are defined within the project. The data is checked by staff prior to analysis.
From counter service standards to the user experience.
Mystery shopping in customer-facing services assesses how the customer is welcomed, guided and informed. The manager defines the scope of the assessment, the scenarios and the service standards to be checked.
What steps could be included in the checklist?
Accessibility of information, guidance, clarity of responses and courtesy. Questions must be consistent with the context and with the interactions specified in the scenario.
How is the evidence used?
The report enables the manager to identify issues and prioritise areas for improvement. The observations describe the incidents identified and must be read in conjunction with the terms and conditions of the project.
Let’s discuss your project.
Which aspects of the service would you like to understand better? Let’s start with your objectives to define an assessment programme that will benefit your organisation.