What is Mystery Shopping?
Why have Mystery Shoppers?
What do Mystery Shoppers do?
What happens with the results?
What is Mystery Shopping?
Warwickshire County Council's Mystery Shopping project was set up in 2000, to help monitor standards of service and track levels of satisfaction.
Why have Mystery Shoppers?
 Precise and detailed feedback
Simple to implement
Allows for a benchmark comparison
Monitor standards of service
Check customer satisfaction
What do Mystery Shoppers do?
Mystery Shoppers contact the council using all methods of communication available to them; telephone, visits, letters and e-mails. Mystery Shoppers are then given a set of questions and queries to ask council staff. They monitor the answers they receive against the correct expected response.
What happens with the results?
Each department monitors its results and puts an action plan together to get better results in the next Mystery Shopping activity. Chief Officers and Councillors also see the results through an annual report.
|  | Mystery Shopping Wave 13. Spring 2008
Mystery Shopping wave 12 Autumn 2007
Mystery Shopping wave 11 - Spring 2007
Mystery Shopping Wave 10. September - October 2006
Mystery Shopping Wave 9. October - November 2005
Mystery Shopping Wave 8. February - March 2005
Mystery Shopping Wave 7. March - April 2004
Mystery Shopping Wave 6. June - July 2003
Mystery Shopping Wave 5. October - November 2002
Mystery Shopping Wave 4. October - November 2001
Mystery Shopping Wave 3. March - April 2001
Mystery Shopping Wave 2. September - October 2000
Mystery Shopping Wave 1. April - May 2000
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