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10th October 2011. Mystery Shoppers Improve Frontline Housing And Homelessness Advice

Using clients as mystery shoppers has helped build better housing support across the country. A mystery shopping project across 11 local authorities in Wales sought to find out how frontline staff responded to various homeless applications. Could mystery shopping be a way of including vulnerable people and improving the services we provide for them?... Cambridge Mystery Shopping

20th September 2011. Going undercover in Money Advice Service 'mystery shopping' probe

The Association of Independent Financial Advisers have revealed they went undercover to undertake a mystery shopping investigation of the Money Advice Service. The director general of AIFA called the Money Advice Service to find whether its operators would stray into regulated financial advice and whether they could explain money advice, and how it differed from financial advice. He said he was concerned that while advisers bore liability for the advice they gave, the Money Advice Service would not be held responsible for any customer detriment it caused as a result of its guidance... Money Advice Service

17th September 2011. Cambridge tops the shopping list in national retail research

Cambridge shops were celebrating yesterday after the city came top in a retail study based on the experiences of mystery shoppers. The mystery shoppers who scoured the city in June and July rated it higher than 83 other shopping towns and cities across the UK... Cambridge Mystery Shopping

13th September 2011. Sutton scores customer service hat trick

Sutton Council has scooped a third major award for having the best customer service in London. Sutton’s Revenues and Benefits contact centre, which deals with an average of 12,000 calls per month, came top out of 33 London boroughs in a mystery shopping exercise carried out by Customer Services for London Group... Phone Mystery Shopping

2nd September 2011. SMEs Difficulties Highlighted By Mystery Shopping

The difficulties faced by small to medium size businesses bidding for public sector work have been highlighted in a mystery shopping exercise. The Cabinet Office announced new procurement rules earlier this year, and invited some small businesses to provide feedback on their experience bidding for work in order to identify any problems.... Public Sector Mystery Shopping

23rd August 2011. Conversion Rate: The Ultimate In-Store Experience Measure

Pursuing the "ultimate" customer experience has become an obsession with retailers. From online surveys and social media monitoring to good old-fashioned customer satisfaction surveys, focus groups, and mystery shopping, retailers, it seems, will go to great lengths to measure the shopping experience in their stores... In-Store Mystery Shopping

5th August 2011. Retailers Put A Stop To Underage Tobacco Sales With Mystery Shopping

Rochdale retailers have shown they are complying with the law that prevents the sale of tobacco to underage young people by using Mystery Shoppers. In a recent mystery shopping exercise, volunteers aged 14, attempted to buy cigarettes from 22 premises. All of the shops visited refused to sell cigarettes to them... Bingo Mystery Shopping

14th July 2011. Mystery Shopping into will writing finds "shocking" practices

The Legal Services Consumer Panel has called for will writing services to be regulated after it was "shocked" by the poor quality of some wills uncovered in the mystery shopping exercise. Currently, there are no restrictions on who may draft wills for consumers for payment... Will Writing Mystery Shopping

2nd June 2011. Which CM introduce new bingo Mystery Shopper feature

Members of the team from Which CM and Which Bingo UK will be conducting random Mystery Shopper visits to various online bingo sites and publishing their findings on Which CM each week. The Mystery Shopping visits will report the findings on bingo chat hosts warts and all... Bingo Mystery Shopping

20th June 2011. Law regulator to mystery shop will writers

The Legal Services Board has begun a mystery shopping exercise to determine if the will writing industry, which remains unregulated, requires closer policing... Will Writer Mystery Shopping

14th June 2011. Panorama puts banks under fire

After the bailouts, the bonuses and the multi-million pound fines for missold PPI claims, the UK's banks say they are working hard to rebuild reputations and regain customers' trust. With that in mind, BBC's Panorama used two mystery shoppers to go undercover to gain a glimpse of banks's in-house advisers at work... Banks Mystery Shopping

19th April 2011. Mystery shoppers: Do companies benefit?

The tough economy means companies are having to take extra steps to make sure their customers are happy, so more are trying out mystery shopping. Demand has gone up by 40% in the past two years, the Mystery Shopping... Mystery Shopping Demand

28th March 2011. Competition Commission lays down rules over sale of PPI

The Competition Commission (CC) has published a list of requirements relating to the sale of payment protection insurance (PPI) in a bid to remedy the point of sale issues that have dogged he sector. One requirement is the commission of independent mystery shopping exercises by the largest PPI providers... PPI Mystery Shopping

3rd March 2011. Disabled mystery shopper has problem with half of Harrow stores and pubs

Customers who rely on wheelchairs or mobility scooters are not being well catered for by more than half of the businesses in Harrow town centre, a mystery shopper said. The mystery shopper entered shops, cafés and pubs... Disabled Mystery Shopper

23rd February 2011. Retailers score full marks in Bulova’s mystery shopping campaign

Bulova UK has revealed that 70% of its stockists scored top marks in its mystery shopping campaign. Sales and merchandising representatives from the watch brand Bulova, which launched in the UK market in 2010, carried out 116 mystery shopper store visits in November and December... Jewellers Mystery Shopping

17th February 2011. Which? wants bank advice probe after mystery shop

In Which's submission to the Treasury select committee’s RDR consultation, following a Mystery Shopping survey, Which? says bank advisers have consistently performed poorly... Which? Mystery Shopping

9th February 2011. Mary Portas Secret Shopper puts mystery shopping in the spotlight

TV retail expert Mary Portas’s website has attracted hundreds of reviews from shoppers all around the country, but are the results overshadowed by Portas’s growing celebrity? The juggernaut that is Mary Portas announces on her Secret Shopper website... Mary Portas Secret Shopper

8th February 2011. Apprentice-Style Mystery Shopping

Apprentice-style event for young entrepreneurs at York's Designer Outlet. Budding entrepreneurs from across North and East Yorkshire take over the city’s Designer Outlet for an Apprentice-style competition. Ten groups of teenagers from schools and colleges set up their own businesses will showcase and sell their products at the McArthurGlen shopping complex near Fulford. In addition, professional businessmen and entrepreneurs played mystery shoppers, mingling among the real shoppers, to judge their business talent... Apprentice-Style Mystery Shopping

18th January 2011. Mary Portas Secret Shopper

Mary Portas moves on from garden centres to TV mystery shopping. Mary Portas is to tackle Britain's "seriously appalling" retail customer service in a new Channel 4 programme, Mary Portas: Secret Shopper, starting on January 19. Mary Portas, who recently critiqued garden centres at the HTA Garden Futures conference, will go undercover to expose customer service failings in larger chain retailers... Mary Portas Secret Shopper

17th January 2011. FSA mystery shopping

The FSA is using mystery shoppers to test retailers on their compliance in the sale of gap insurance. It is very difficult for retailers to spot an FSA mystery shopper as they go right through the sales process to the point of the delivery of the vehicle before they declare who they are... FSA mystery shopping

11th January 2011. Mystery shopper tenant expections driving improvements

St Georges Community Housing residents are driving home improvements in Basildon after 22 tenants were recruited as ‘mystery shoppers’. The mystery shoppers... Mystery Shopper Tenants

23th November 2010. Public Fundraising Regulatory Association increases number of mystery shopper locations

The PFRA is increasing its street presence and expanding the number of locations where it will carry out mystery shopping exercises that assess face-to-face fundraisers. The regulator already uses mystery shoppers in London, Bristol and Edinburgh... Fundraising Mystery Shopping

12th November 2010. Dyson, bags Mystery Shopping chart place

For the 2nd year running the Dyson call centre in Malmesbury has reached the top 10 in a list of the top fifty call centres in the UK. Mystery shoppers who... Call Centre Mystery Shopping

10th November 2010. Council Call Centre Mystery Shopped

The research consisted of 18,500 mystery shopping enquiries to more than 50 of the UK’s leading call centres, across five sectors – retail and distribution, financial services and insurance, utilities, public services, and entertainment, leisure and travel. The mystery shopping exercise... Call Centre Mystery Shopping

9th November 2010. Consumer Panel: FSA should turn 'mystery shopper' on banks

The Financial Services Consumer Panel (FSCP) has called for the Mystery Shopping of banks service to ensure customers make the right choices about financial services. Its comments come as the FSA publishes a Know Your Rights booklet for banks and building society customers, The banks were previously found guilty of PPI misselling... FSA Mystery Shopping

29th October 2010. Grocer Mystery Shopping: There is still much room for improvement

The times at which our mystery shoppers were in store do not reflect the reality for most shoppers. This is why The Grocer 33 mystery shopping service has undergone substantial changes... Grocer Mystery Shopping

18th October 2010. Telecoms Mystery Shopping highlights failings with disabled customers

Ofcom said that a mystery shopping exercise revealed that even after being asked, a third of companies failed to provide any information... Ofcom Mystery Shopping

12th October 2010. TK Maxx Mystery Shopping

A Mystery Shopper goes in search of “big labels at small prices” at TK Maxx, the bargain hunter’s one-stop shop... TK Maxx Mystery Shopping

28th September 2010. Debt management companies subjected to Mystery Shopping Excercise

The review involved a website sweep, a mystery shopping exercise and on-site visits by Trading Standards officers.... Debt Firms Mystery Shopping

28th September 2010. Debt firms may close as a result of Mystery Shopping

Nearly all of the firms looked at during a mystery shopping exercise failed to give information on all of the debt solutions that were available, while companies tended to suggest the solution that was most profitable for them, rather than the one that was best for the consumer... Debt Firms Mystery Shopping

15th September 2010. Cab driver swears at Mystery Shopper

A cab driver picked on the wrong person when he swore at a mystery shopper who quizzed his choice of route. He launched a foul-mouthed outburst at a mystery Shopper working for the council – to test the customer service skills of drivers. Each mystery shopper assessed areas such as the external appearance of the vehicle and interaction with the customer... Taxi Mystery Shopping

27th August 2010. Argos hope to tackle errors with Mystery Shopping

Argos says mystery shopping exercises and other feedback from customers have been positive... Argos Mystery Shopping

24th August 2010. Which Mystery Shopping: Garages Still Ripping Off Consumers

An undercover Mystery Shopping investigation conducted by Which? found that 90 per cent of the 62 garages mystery shopped by the consumer watchdog missed or ignored at least one potentially dangerous fault... Garage Mystery Shopping

24th August 2010. Airport Attacks Mystery Shopping Study

In a mystery shopping exercise, the website Kelkoo looked at 22 products across a variety of categories and locations and compared them to the recommended retail price in high street stores... Airport Mystery Shopping

17th August 2010. Hotel Mystery Shopping Scheme

Proprietors of hotels in Wales can now take advantage of a Mystery Shopping initiative developed by Visit Wales... Hotel Mystery Shopping

17th August 2010. Mystery Shopping Shows Heathrow 'worst airport for tax-free shopping deals'

A mystery shopping exercise involving 10 major European airports showed Heathrow offered the lowest discounts... Airport Mystery Shopping

Mystery Shopping Test Drive

According to data from J.D. Power & Associates’ Mystery Shopping program, the length of the typical test drive is a scant 10 to 15 minutes... Vehicle Mystery Shopping

Maybe it's time for a mystery shop

Is there value in a mystery shopper program? The most important reason to conduct a mystery shop... Garden Centre Mystery Shopping

Mystery as shoppers put staff to test

Hundreds of council staff in Edinburgh have been tested through a new "mystery shopper" project. During 2009, 264 different "mystery shopper" tests were held for 19 different areas of council service in person, by e-mail and on the telephone... Edinburgh Mystery Shopping

Online Mystery Shopping

Researchers conducted mystery shopping tests on 20 leading retailers by posing as first time customers and followed this by researching the experiences of 250 UK adults who are frequent internet shoppers... Online Mystery Shopping

Travel agents sell unsuitable cover, finds report

Which?, the consumer group, said 17 out of 29 travel agents it visited during a recent mystery shopping exercise failed to provide the most basic details about the insurance policies they sold... Which Mystery Shopping

BT and Sky least likely to open up on broadband speeds

Ofcom reveals further findings from mystery shopper test. Ofcom said that during the mystery shopper session... Ofcom Mystery Shopping

Mystery shopper evaluation project by West Midlands museums

West Midlands museums adopt the mystery shopper approach to making museum visit experience even better. A group of museums in the West Midlands ran a family-friendly mystery shopper project... Museum Mystery Shopping

Mystery shoppers check Ofcom compliance

Mystery shopping to check compliance with Ofcom’s Voluntary Code of Practice on Broadband Speeds has revealed that Internet Service Providers (ISPs) are meeting some aspects of the Code but are falling short in other areas... Ofcom Mystery Shopping

Sants reveals FSA flaws: Mystery Shopping

Similarly with so-called mystery shopping exercises, to tout this as a new way of enforcing proper and not misleading selling (such as PPI misselling) is astonishing. Mystery shopping has been a stock-in-trade for consumer organisations for decades. I had assumed the FSA already used mystery shopping regularly... FSA Mystery Shopping

Atherstone scores high in mystery shoppers' survey

A team of mystery shoppers and assessors have given Atherstone the seal of approval in a UK-wide mystery shopping survey aimed at improving the town’s overall retail experience.... Mystery Shopping Atherstone

FSA Mystery Shopping to Curb Mis-Selling

Following the PPI misselling scandal, Financial watchdog staff will pose as mystery shoppers to check that banks and insurers are not mis-selling mortgages, life policies and pensions... FSA Mystery Shopping

Huntingdonshire Call Centre gets top marks from Mystery Shopper

Top marks were awarded to Huntingdonshire District Council's call centre in a mystery shopping exercise that measured how well they respond to customers... Mystery Shopping Huntingdonshire

Retail Eyes: Ludlow jeweller wins nationwide acclaim following a visit by a mystery shopper

C W Sellors Fine Jewellers, in the Bull Ring, was visited on New Year’s Eve by a mystery shopper from Retail Jeweller, a leading watch and jewellery magazine... Mystery Shopping Ludlow

'Mystery shopper' technique could be effective counterterrorism tool

Federal Computer Week: One approach that might help is for the National Counterterrorism Center, an organization established in 2004 specifically to work on connecting dots, to adopt a version of the “mystery shopper” technique that many businesses use to measure and improve their performance... Mystery Shopping Security

Mis-selling of bank products revealed by mystery shopping

Irish Times: A so-called 'mystery shopping' exercise involving people who were mainly aged between 72 and 79 years of age, uncovered attempts by four financial institutions to persuade the customers... Mystery Shopping Banks

North Somerset Council get top Mystery Shopping customer satisfaction results

Portishead People: Residents are happy with the customer service they get from North Somerset Council, a Mystery Shopping survey has revealed. Customer satisfaction has reached 85 per cent - a 12 per cent increase on last year - according to the latest mystery shopping survey. Mystery shoppers are used by the council to find out where customers are receiving a good service, and where things are not going so well... Mystery Shopping North Somerset

Mystery Shoppers Identify Great Service in Ludlow

Ludlow Advertiser: Ludlow’s shops provide some of the best service to be found anywhere in Britain’s market towns according to a Mystery Shopping survey. Mystery shoppers and town centre assessors, who visited Ludlow in December, have given the town a positive report on the overall shopping experience. A mystery shopping test evaluated the performance of 50 independent retailers, placing Ludlow 10th out of almost 80 towns which have so far been assessed... Mystery Shopping Ludlow

Top 10 ideas to help boost your income

The Sun: Get as much as you can for free. For example, get into mystery shopping so that you have free meals in restaurants, free drinks in pubs and even free overnight stays in hotels... Mystery Shopping Income

Mystery Shopping survey lists Tenbury in top 20 market towns

Ludlow Advertiser: Tenbury is in the top 20 market towns in the country when it comes to the shopping experience, a Mystery Shopping excercise has revealed. The town ranked 15th in the UK in a mystery shopping exercise.... Mystery Shopping Tenbury

'Mystery shoppers' visiting Stourport retailers

Ludlow Advertiser: Independent retailers in Stourport will be able to showcase their customer service skills and variety of choice as a team of “mystery shoppers” drop in to give the town a full retail audit..Mystery Shopping Stourport

Mystery shoppers put Kidderminster to the test

Ludlow Advertiser: Independent retailers in Kidderminster can showcase their customer service skills and variety of choice as a team of “mystery shoppers” drops in to give the town a full retail audit... Mystery Shopping Kidderminster

Mystery shopper bid to keep Post Office on its toes

Ludlow Advertiser: Worcester councillors plan to use mystery shoppers to keep the pressure on the Post Office over its controversial move upstairs into Worcester’s WHSmith store... Mystery Shopping Tenbury

Mystery Shopping finds that friendly Cradley Heath has lots to offer

Ludlow Advertiser: The results of a mystery shopping exercise in Cradley Heath have put the friendly town 12th in a league of 57 towns across the UK. Throughout April and May Cradley Heath was visited by mystery shoppers who dropped in on over 50 participating shops and market stalls to judge how well they were performing in areas such as customer service and window display... Mystery Shopping Cradley Heath

Mystery Shoppers finds Droitwich is one of the top places to shop in UK

Ludlow Advertiser: Retailers in Droitwich have reason to celebrate after the town ranked 15th in the UK in a mystery shopping exercise designed to test it’s overall shopping experience. Throughout September, independent shops in Droitwich were secretly assessed by trained Mystery Shoppers... Mystery Shopping Droitwich

Mystery Shoppers say that Evesham’s tops for shops

Ludlow Advertiser: Evesham’s independent shops are among the best in the country, according to a mystery shopper survey released today. The town’s small retailers have been given high praise after being secretly assessed by Mystery Shoppers as part of a Location Model survey... Mystery Shopping Evesham

Staff impress mystery shopper

Ludlow Advertiser: Staff at Thomson travel agents in Worcester’s CrownGate Shopping Centre are flying high after scoring top marks in a mystery shopper test for a national travel publication. The firm was one of four travel agencies to be visited in Worcester by a mystery shopper of the magazine Travel Weekly..Mystery Shopping Worcester

Droitwich and Evesham's mystery shoppers to put stores to test

Ludlow Advertiser: Independent retailers in Droitwich and Evesham will be able to showcase their customer service skills and variety of choice as a team of mystery shoppers drop in to give both towns a full retail audit... Mystery Shopping Droitwich and Evesham

Tourist Information Centre one of the best in the UK by Mystery Shoppers

Ludlow Advertiser: A mystery shopper exercise carried out at the Malvern Tourist Information Centre (TIC) has placed it among the best in the country... Mystery Shopping Malvern

Government announces "mystery shopping" exercise

Ludlow Advertiser: The Government announced it had started a "mystery shopping" exercise to test that frontline banks staff around the UK were receiving the information they needed to promote the guarantee to viable customers... Bank Mystery Shopping

Mystery Shopping in my Area?

The Mystery Shopping Club Internal Link: Almost every single Mystery Shopping agency contact listed operates nationally, so it doesn't matter where their offices are located. Most mystery shopping projects are carried out across the whole country, but you will only be required to work locally.... Mystery Shopping Areas

Royal Pharmaceutical Society pledges Mystery Shopping

Ludlow Advertiser: A researcher reported buying 160 Solpadeine Plus (paracetamol-based painkillers) from Asset, even though it is illegal to sell more than 100 without a doctor's prescription. The case is to be investigated by the Royal Pharmaceutical Society, which has also pledged to support improvements in the industry by mystery shopping and training, Which? said... Mystery Shopping Pharmacies

Carpet code of practice backed: Mystery Shopping

Ludlow Advertiser: A key factor in winning approval was the result of mystery shopping, which revealed 98 per cent of consumers were likely or very likely to buy from a registered specialist next time... Mystery Shopping

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