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A Guide to

Mystery

Shopping

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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 Non-

emergency 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.

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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.

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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.


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.


accurately.

If you were unable to log on to

the website or complete the


Volunteer Manager.

Place the completed





possible.

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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.


accurately.

If you were unable to attend the

meeting or complete the


Volunteer Manager.

Place the completed





possible.

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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 10-20 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?

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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:

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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?

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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:

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5 Were you able to hear the staff member clearly Yes No

If you answered no please explain why:

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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

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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:

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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:

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I undertake not to reveal to any unauthorised person

any personal information I may obtain during this visit.

Signed:

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………………. Volunteer 1

Signed:

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………………. Volunteer 2

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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?

Attempt 1 Attempt 2 Attempt 3

Time of Call

2) How quickly was the call answered?

Length of Time Attempt 1 Attempt 2 Attempt 3

0-5 Seconds

6-10 seconds

11-20 seconds

20-60 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.

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If you answered d), please tell us what the call handler said.

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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:

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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


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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 voicemail Yes No

c) You felt you were put on hold for too long Yes No


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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:

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8) At any time during the call did the call handler ask any questions relating to the

enquiry?

Yes No

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If you answered ‘Yes’, please list the questions that were asked.

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9) Were you able to hear the call handler clearly?

Yes No

If you ticked ‘No’ please explain why not:

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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

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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:

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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


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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

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g) They treated me with respect Yes No

Please add anything else about how you think the second call handler managed your call:

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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.

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4) Were you able to hear the second call handler clearly?

Yes No

If you ticked ‘No’ please explain why not:

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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:

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any personal information I may obtain during this exercise.

Signed:

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………………. Volunteer

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Mystery Shopper Website Questionnaire

Name of Volunteer:

Date: Time Activity Started: Time Activity Ended:

1

Log on to the Nottinghamshire Police Website

www.nottinghamshire.police.uk

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


Up to date details of forthcoming neighbourhood/

Beat events with dates and times? Yes No


If you answered ‘No’ to any of the above please give details:

http://www.nottinghamshire.police.uk/

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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:

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Did you find the website easy to navigate? Yes No

If you answered ‘No’, please give details of any problems you encountered:

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Signed:

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………………. Volunteer

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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:

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2 Was the quality, size and venue facilities appropriate for the purpose of the meeting?

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3

Apart from Police Officers, how many members of the public were in attendance?

Residents

Shop Keepers/business people

Local Councillors

Housing Officers

Other

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Which Police Officers attended the meeting?

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Did the meeting start on time? Yes No

If not, what time did the meeting commence? ……………………………………..

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Did anyone explain why the meeting was late starting?

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Did the Police outline what the current priorities

are and how they were agreed? Yes No

Please give details below:

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Was information provided on all levels of crime

and other incidents in the area? Yes No

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Did Police/Partners satisfactorily explain what action

they have taken to tackle this? Yes No

Was information provided on arrests or convictions? Yes No

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Was there discussion between the public and police/partners

about any particular problems in the area? Yes No

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Were solutions or options put forward to solve these problems? Yes No

Were the solutions adopted? Yes No

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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:

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Signed:

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……………………. Volunteer 1

Signed:

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……………………. Volunteer 2

PROGRAMME SAMPLE

MONTH

NEIGHBOURHOOD

POLICING/PARTNER

MEETINGS

&

101 PHONE CALLS

POLICE STATION VISITS

&

WEB RESEARCH

January

Volunteers 1 & 2

Volunteers 3 & 4

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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

Volunteers 1 & 4

July

Volunteers 1 & 2

Volunteers 3 & 4

August

Volunteers 3 & 4

Volunteers 1 & 2

September

Volunteers 1 & 3

Volunteers 2 & 4

October

Volunteers 2 & 4

Volunteers 1 & 3

November

Volunteers 1 & 4

Volunteers 2 & 3

December

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

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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?

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For further details contact:

Jackie Nash

Volunteer Manager

Nottinghamshire Office of the Police & Crime Commissioner

County Hall

West Bridgford

Nottingham

NG2 7QP

Email: [email protected]

mailto:[email protected]

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