Mystery Shopping

DP Consulting has been so successful with producing very detailed Mystery Shopping reports!  With our assessments, we will assess everything that the customer expects to have easy access to. 

Our Disabled Mystery Shopping service primarily looks at the general service issues and staff attitudes when dealing with disabled people.

We use two people on the Mystery Shop – the disabled person who is the Mystery Shopper and a member of DP Consulting staff who is the shadow.  The disabled person used on the Mystery Shop would have a variety of different access requirements – (ie visually impaired people, deaf or hearing impaired people or mental health service users, people with learning difficulties or mobility impaired people including wheelchair users).  We complete a questionnaire about the journey and note evidence, ie making audio clips, video clips, taking photos, etc.  As mentioned above, there is a shadow who travels in the background taking notes, but mainly to ensure that the health and safety of the Mystery Shopper is not compromised – so how does the daily plan work?

We plan the itinerary prior to the mystery shopping day and book assisted travel both telephonically and via the computer.  On the day they will be observing interaction with staff, looking at what information is available and accessibility.  We look at the entire customer experience from entering the station, purchasing a ticket, checking the leaflet rack, interaction at the Gateline, communication between Gateline and platform staff, using station facilities, ie toilets, buffet, waiting room and Help Point, plus getting assistance onto the train, using on-board services including interaction with the conductor/on-board supervisor, toilet facilities and the on-board visual display and audio announcements, alighting from the train plus any assistance provided at the destination station and assistance on leaving the station.