A Guide to Mystery Shopping

Transcription

1 A Guide to Mystery Shopping

2 This document will give you an introduction to Mystery Shopping and the role of the Mystery Shopper: What is Mystery Shopping? Mystery Shopping is a form of market research where individuals are trained to observe, experience and evaluate the customer service and engagement process of Nottinghamshire Police, What does a Mystery Shopper do? A Mystery Shopper acts as a customer and undertakes a series of agreed tasks, which monitor the quality and delivery of customer service. They then report back on their experiences in a detailed and objective way. For example, a Mystery Shopper may be asked to phone the 101 Nonemergency phone number and request information. They would have to monitor how long it took staff to answer, how they were greeted and how professionally their request has handled was the member of staff police helpful and informative? Or a Mystery Shopper may be asked to visit a Police Station to request information, check the opening hours are clearly displayed and that there is appropriate mobility access and parking. A Mystery Shopper may also be asked to attend local Neighbourhood Policing meetings to report on how the local priorities are delivered and to navigate the Nottinghamshire Police Website to look for information about their local area. The Mystery Shopper would then have to report back accurately and objectively by completing a questionnaire. What is the purpose of the Mystery Shopper research? The purpose of mystery shopper research is to provide information to the Commissioner to help him review the quality and delivery of policing in Nottinghamshire. This is intended to assist the organisation to focus on customer service improvements by providing them with information on the quality of their current service. How long will it take? We expect Volunteers to take 10 minutes to carry out each mystery shopper activity and 20 minutes to complete the questionnaire, making a total of 30 minutes to complete one Mystery Shopper project. (With the exception of Neighbourhood Policing Meetings.) We will agree specific times with each Volunteer when they would carry out their Mystery Shopper activity. 2

3 Will staff know that a Mystery Shopper activity is taking place? The Chief Constable will have been informed that the Commissioner intends to undertake mystery shopper research, but will not be told when or by whom. What skills are required? Excellent customer service skills. Reliable and committed to providing a regular service. Treat all people with dignity and respect. Able to work as part of a team. Good written and verbal communication skills. Excellent organisational skills. Ability to be discreet. Ability to work independently. Sensitive to the needs and confidentiality of individuals whom they may come into contact with as a result of their role. Personal Development We believe that the training, support and experience you receive working as a Mystery Shopper for the NOPCC will help you develop skills which could assist you in your future development, by improving communication skills and building confidence. Health & Safety Mystery Shoppers will conduct personal visits in pairs for safety reasons. Questionnaires The purpose of the questionnaire is to ensure a consistent approach by Mystery Shoppers. The questionnaire must be simple and easy to follow and be capable of accurately reflecting a range of responses. The questions should seek to establish if accepted good practice is being followed on a day to day basis. Confidentiality and Social Media Mystery Shoppers will be required to handle and deal with restricted and confidential information and will be required to adhere to social media and confidentiality guidelines. Mystery Shoppers will not discuss or share any information in connection with Nottinghamshire Police or the Office of the Police & Crime Commissioner on social media or social networking sites without prior permission. 3

4 Personal Visit Checklist Meet up with the person you will be making the visit with. Read through the scenario and record the time. Go into the Police Station. Approach the front counter. Ask your question(s). Leave the station and record the time. Complete the questionnaire immediately after the visit. Record your observations accurately. If you were unable to carry out the visit or complete the questionnaire contact the Volunteer Manager. Place the completed questionnaire in the pre-paid envelope provided and post to the Office of the Police & Crime Commissioner as soon as possible. Telephone Checklist Get organised set out your phone, notepad and scenario. Make sure there are no distractions. Read through the scenario. Record the time Make your Mystery Shopper phone call. Complete the questionnaire during the phone call or immediately after the phone call. Record your observations accurately and if in doubt phone the Volunteer Manager. If you were unable to carry out the phone call or unable to complete the questionnaire contact the Volunteer Manager. Repeat this procedure for every call. As soon as you have completed all your calls, put completed questionnaires in the pre-paid envelope and post to the Office of the Police & Crime Commissioner. Website Checklist Log onto the Nottinghamshire Police Website. (Web address on the Website questionnaire). Follow instructions on the Website Questionnaire. Record your observations accurately. If you were unable to log on to the website or complete the questionnaire contact the Volunteer Manager. Place the completed questionnaire in the pre-paid envelope provided and post to the Office of the Police & Crime Commissioner as soon as possible. 4

5 Neighbourhood Policing/Partner Meetings Checklist Meet up with the person you are attending the meeting with. Fill in the questionnaire during the meeting to ensure that you remember to answer all the questions. Record your observations accurately. If you were unable to attend the meeting or complete the questionnaire contact the Volunteer Manager. Place the completed questionnaire in the pre-paid envelope provided and post to the Office of the Police & Crime Commissioner as soon as possible. 5

6 Mystery Shopper Police Station Visit Questionnaire Mystery Shopper Activity (give a brief outline on what information you requested): Name of Volunteer1: Name of Volunteer 2: Date: Time Activity Started: Time Activity Ended: 1 How long were you kept waiting before being attended to: You were attended to in less than 5 minutes You were waiting between 5-10 minutes You were waiting for between minutes You were waiting for more than 20 minutes If you were waiting for more than 5 minutes, what was the reason for your wait? 2 Did the front counter staff member wear a name badge? Yes No 3 After you asked your question or explained what information you required, what did the staff member do? a) Did they deal with your enquiry themselves? Yes No b) Did they ask any questions relating to the enquiry? Yes No Please give details: 6

7 c) Did they offer to provide you with any information? Yes No If you ticked yes to the above what information did they provide you with and was it appropriate? If you ticked No to the above what were the reasons for not providing the information? 4 What was your overall impression of the way in which you were dealt with: a) They appeared to be disinterested in my enquiry Yes No b) They were helpful Yes No c) They came across as professional Yes No d) They did all that was necessary to answer my enquiry Yes No e) They used jargon or language that I didn t understand Yes No f) They were quick and efficient Yes No g) They appeared rude Yes No h) They treated me with respect Yes No Other comments: 7

8 5 Were you able to hear the staff member clearly Yes No If you answered no please explain why:. 6 What did the staff member say when you left the front counter? a) They checked they had answered my enquiry satisfactorily Yes No b) They said goodbye Yes No c) Nothing was said. Yes No 8

9 7 What was your overall impression of the Police Station Front Counter area? a) It was clean and tidy Yes No b) It was well lit with adequate seating Yes No c) There was a notice board/leaflet stand with up to date information. Yes No d) There was a notice informing customers that they could request a confidential area to speak. Yes No Other comments: 8 What was your overall impression of the exterior of the Police Station? a) Were the Police Station opening times displayed clearly Yes No b) Were there any contact details for outside opening hours Yes No b) Was the Police Station well signed? Yes No c) Was the Police Station well signed from the main road? Yes No d) Was the area outside the Police Station clean and tidy? Yes No e) Was there easy mobility access to the Station? Yes No f) Was there adequate disability parking? Yes No g) Was there adequate visitor parking? Yes No If you answered No to any of the above please add further comments: 9

10 ... I undertake not to reveal to any unauthorised person any personal information I may obtain during this visit. Signed:. Volunteer 1 Signed:. Volunteer 2 10

11 Mystery Shopper Telephone Questionnaire Mystery Shopper Activity (give a brief outline of what information you requested): Name of Volunteer: Please Remember: You will need to record the number of attempts it takes before you get to speak with a call handler. Abort each call if not answered after 2 minutes. You must leave at least 15 minutes between attempts. If you are unsuccessful after 3 attempts, you must abort your call session and record this on the report form. If the call handler offers to send you information, politely reject the information. 1) When did you make the call? Time of Call Attempt 1 Attempt 2 Attempt 3 2) How quickly was the call answered? Length of Time Attempt 1 Attempt 2 Attempt Seconds 6-10 seconds seconds seconds No reply after 1 minute No reply after 2 minutes Answerphone Engaged 3) How was your call greeted? (Please tick all that apply). a) They said Hello / good morning / good afternoon b) They mentioned Nottinghamshire Police c) They said How can I help you? d) None of the above. 11

12 If you answered d), please tell us what the call handler said. 4) After you asked your question or after you had explained what information you required, what did the call handler do? a) Did they deal with the enquiry themselves? Yes No b) Did they explain that they could not answer your query? Yes No c) Did they put you on hold? Yes No d) Did they transfer you to another staff member who dealt Yes No with your enquiry? e) Did they offer to call you back (politely reject this offer) Yes No Please give further details: 12

13 5) If your call was transferred, did the call handler do any of the following? a) Did they explain the reason for transferring your call? Yes No b) Did they give you the name of the person or department you were being transferred to? Yes No Please give further details: 6) If your call was on hold did any of the following occur? a) They informed you that your call would be dealt with soon Yes No b) They diverted your call straight to voic Yes No c) You felt you were put on hold for too long Yes No Please give further details: 13

14 7) How do you feel the first call taker handled your call? a) They were quick and efficient Yes No b) They were polite and courteous Yes No c) They appeared rude and/or disinterested Yes No d) They genuinely wanted to help me Yes No e) They did all that was necessary to answer my enquiry Yes No f) They used jargon or language that I did not understand Yes No g) They treated me with respect Yes No Please add anything else about how you think the first call handler managed your call: 8) At any time during the call did the call handler ask any questions relating to the enquiry? Yes No 14

15 If you answered Yes, please list the questions that were asked. 9) Were you able to hear the call handler clearly? If you ticked No please explain why not: Yes No 10) What did the call handler say at the end of the call? a) They checked that they had answered my Yes No enquiry satisfactorily b) They asked for my contact details Yes No 15

16 c) They said thank you Yes No d) They said goodbye Yes No Do you wish to add anything else about how you think the call handler managed your call: 16

17 ONLY ANSWER THE FOLLOWING QUESTIONS IF YOUR CALL WAS TRANSFERRED TO ANOTHER CALL HANDLER 1) How were you greeted by the second call handler? a) They said Hello / good morning / good afternoon Yes No b) They mentioned Nottinghamshire Police Yes No c) They gave their name, job title or the name of Yes No the department d) They said How can I help you? Yes No Please give further details: 2) How do you feel the second call handler managed your call? a) They were quick and efficient Yes No b) They were polite and courteous Yes No c) They appeared rude and/or disinterested Yes No d) They genuinely wanted to help me Yes No e) They did all that was necessary to answer my enquiry Yes No f) They used jargon or language that I did not understand Yes No 17

18 g) They treated me with respect Yes No Please add anything else about how you think the second call handler managed your call: 3) At any time during the call did the second call handler ask any questions relating to the enquiry? Yes No If you answered Yes, please list the questions that were asked. 18

19 4) Were you able to hear the second call handler clearly? If you ticked No please explain why not: Yes No 5) What did the second call handler say at the end of the call? a) They checked that they had answered my Yes No enquiry satisfactorily b) They asked for my contact details Yes No c) They said thank you Yes No d) They said goodbye Yes No Do you wish to add anything else about how you think the call handler managed your call: 19

20 I undertake not to reveal to any unauthorised person any personal information I may obtain during this exercise. Signed:. Volunteer 20

21 Mystery Shopper Website Questionnaire Name of Volunteer: Date: Time Activity Started: Time Activity Ended: 1 Log on to the Nottinghamshire Police Website Under Your Local Police section, select one Police Division to research. Please tick the area that you selected: Bassetlaw, Newark & Sherwood South Nottingham Mansfield & Ashfield Nottingham City 2 Under each Police Division there will be a number of Neighbourhood Policing Areas. In each area, please look for: Local Beat Officer names and contact details? Yes No Were they easy to find? Yes No Local Neighbourhood Priorities? Yes No Were they easy to find? Yes No Up to date details of forthcoming neighbourhood/ Beat events with dates and times? Yes No Were they easy to find? Yes No If you answered No to any of the above please give details: 21

22 3 Moving on to the Home Page : Is the text readable? Yes No Is the language easy to understand? Yes No Is there a Contact Us page? Yes No Does it give choices of contact details both on and off line? Yes No Is there clear information about making a complaint? Yes No Are there any buttons/links that are not accessible? Yes No Do the links take you to where you want to go? Yes No If you have answered No to any of the above questions please give details: 22

23 4 Did you find the website easy to navigate? Yes No If you answered No, please give details of any problems you encountered: 23

24 I undertake not to reveal to any unauthorised person any personal information I may obtain during this exercise. Signed:. Volunteer 24

25 Mystery Shopper Neighbourhood Policing/Partner Meeting Questionnaire Meeting Attended (give a brief outline on what type of meeting you attended): Venue and Location of the Meeting: Name of Volunteer1: Name of Volunteer 2: Date: Time Meeting Started: Time Meeting Ended: The Policing Pledge requires the police to hold public meetings at least once a month giving the public a chance to meet their local Neighbourhood Policing Team and agree priorities. The purpose of this Questionnaire is to sample the quality, content and relevance of the meetings. 1 With regard to the meeting Venue: Was it easy to find? Yes No Was it accessible to all members of the community? Yes No Was there adequate public parking? Yes No If you answered no to any of the questions above, please give details below: 2 Was the quality, size and venue facilities appropriate for the purpose of the meeting? 25

26 3 Apart from Police Officers, how many members of the public were in attendance? Residents Shop Keepers/business people Local Councillors Housing Officers Other 4 Which Police Officers attended the meeting? 5 Did the meeting start on time? Yes No If not, what time did the meeting commence?.. 26

27 Did anyone explain why the meeting was late starting? 6 Did the Police outline what the current priorities are and how they were agreed? Yes No Please give details below: 7 Was information provided on all levels of crime and other incidents in the area? Yes No 27

28 Did Police/Partners satisfactorily explain what action they have taken to tackle this? Yes No Was information provided on arrests or convictions? Yes No Please give further details below: 8 Was there discussion between the public and police/partners about any particular problems in the area? Yes No 28

29 Were solutions or options put forward to solve these problems? Yes No Were the solutions adopted? Yes No Please give further details below: 29

30 9 Were all members of the public given the opportunity to voice their views and opinions? Yes No 1 0 Do you think the meeting was successful? Yes No Do you think the time, date and venue was convenient? Yes No If you answered no to either of the above, please give details of how the meeting could have been improved: 30

31 I undertake not to reveal to any unauthorised person any personal information I may obtain during this exercise. Signed:. Volunteer 1 Signed:. Volunteer 2 MONTH PROGRAMME SAMPLE NEIGHBOURHOOD POLICING/PARTNER MEETINGS & 101 PHONE CALLS POLICE STATION VISITS & WEB RESEARCH January Volunteers 1 & 2 Volunteers 3 & 4 31

32 February Volunteers 3 & 4 Volunteers 1 & 2 March Volunteers 1 & 3 Volunteers 2 & 4 April Volunteers 2 & 4 Volunteers 1 & 3 May Volunteers 1 & 4 Volunteers 2 & 3 June Volunteers 2 & 3 July Volunteers 1 & 2 August Volunteers 3 & 4 September Volunteers 1 & 3 October Volunteers 2 & 4 November Volunteers 1 & 4 December Volunteers 2 & 3 Volunteers 1 & 4 Volunteers 3 & 4 Volunteers 1 & 2 Volunteers 2 & 4 Volunteers 1 & 3 Volunteers 2 & 3 Volunteers 1 & 4 TRAINING AND DEVELOPMENT An induction training day will be organised for successful applicants where they will receive a Training and Induction Package which includes: Volunteer Policy Mystery Shopper Procedures Handbook Travel Expenses Procedure Information Manual (contact details, directions to police stations, questionnaires etc) Training & Development Plan 12 month Project Programme 32

33 Confidentiality Data Protection Health & Safety Equality & Diversity Insurance Risk Assessment Terms of Appointment Volunteers will be regularly assessed and support and supervision sessions will be arranged with each volunteer at the end of the probationary period and then every 12 months. Training Scenarios The scenario sets the scene that the Mystery Shopper will enact and gives the shopper an initial question to ask. The scenario should be simplistic and realistic, making it easy for the Mystery Shopper to follow. Scenarios should be similar to everyday enquiries received from the public and familiar to experienced staff. Scenarios should be straightforward, relevant, believable, sensible, realistic and safe. Front Counter and Telephone Scenario Questions When and where is the next public meeting being held? When and where is the next police surgery in the area? Where can I find information about the work of the Safer Neighbourhood Team and levels of crime in the area? Could you provide me with some crime prevention advice please? How would I receive regular information about the work of the police? Can you tell me how to join a Neighbourhood Watch group? 33

34 For further details contact: Jackie Nash Volunteer Manager Nottinghamshire Office of the Police & Crime Commissioner County Hall West Bridgford Nottingham NG2 7QP 34