Public Sector - Central Government Research
Mystery Shopping
Mystery shopping represents a powerful method of assessing the true customer experience of service delivery. It is the only form of research that measures actual service levels.
Using professionally trained mystery shoppers, we are able to test service levels against existing service standards to identify areas in need of improvement, including staff training and resourcing. Mystery shopping outputs provide our clients with real actionable findings.
Mystery shopping can be used in a range of ways throughout the cycle of developing, monitoring and revising customer service standards. Initially, whilst an organisation is looking to adopt or develop a clear set of service standards, mystery shopping can be used as a tool to focus attention upon the key factors in customer service.
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