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Introduction
The Mystery Shopper approach is generally used for frontline operations, where it is important to check that customers are being treated quickly, courteously and being given the right information.
The approach can identify areas requiring improvement, covering some of the following:
- quality of service
- responses of staff
- systems and operational issues
- overall experience
Mystery Shopping was used within the North Lanarkshire Council's Community Arts Classes as a tool for evaluating and improving the service offered to our customers.
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