Mystery Shopping

What is Mystery Shopping?

The role of a mystery shopper is to experience the services provided by Oxford City Council, for example reporting a repair.

These experiences are then reviewed against the agreed service standards, using a questionnaire template to record to the level of service received.

This helps us to monitor the quality of our service and plan for service improvements.

If I want to become a mystery shopper what do I need to do?

• Register your interest by contacting the Communities and Neighbourhoods team.
• Attend a free training course to gain the skills and understanding required.
• Attend a briefing to find out which area of the service you will be testing. Then you will be ready to start mystery shopping. This will include performing a set number of 'shops' and completing a detailed questionnaire about the experience. 
• After you have completed all your shops and questionnaires you will need to attend a review meeting to talk about the mystery shopping experience and the findings.

What are the benefits of Mystery Shopping?

• Learn new skills for personal development, including:

• Interview techniques
• Communication skills
• Organisational skills
• Interpersonal skills

• Expenses including childcare and travel costs will be reimbursed.
• On completion of the mystery shop you may be eligible receive a reward.

What happens to the information?

Once all the questionnaires are returned, the results are analysed and feedback is reported to participants and staff. Any gaps are highlighted and action plans will be implemented to address these gaps.

Information on Mystery Shoppers is kept confidential.

How do I become a mystery shopper?

Register your interest by contacting the Communities and Neighbourhoods team on 01865 252828 or at communities@oxford.gov.uk
        

Page last reviewed 19 April 2012