Our ethos

Mystery visits are a well established tool for improving customer service and reporting back how the service is performing through the eyes of the customer. However, often the level of secrecy and ‘blaming’ following a worse than expected report can alienate staff and in worse case scenarios lead to a downturn in morale and service performance.

In our experience successful projects are best achieved if conducted in an open, transparent and inclusive manner, involving your team in the programme from the start, rather than a ‘tell and do’ approach.

Whilst site visits will clearly be conducted anonymously, involving your staff in the process prior to a mystery visit, can be a powerful way of ensuring stronger teams, cementing a customer focussed approach and receptiveness to the RealityCheck^® findings. This approach is also more likely to ensure cooperation in developing and implementing the action plan over the short to medium term.

A further benefit is that this process can lead to quick wins being identified at the planning stage so that service shortcomings and solutions are identified by your staff in advance of our visit. Just initiating this process can result in new thinking, new ideas and service improvement.