Mystery Shopping

Cognisant Research are experienced at supporting organisations in the public and private sector with Mystery Shopping research projects.

Our Mystery Shopping projects provide clients with management information on quality of service in order to aid training, improvements in service, and increase customer satisfaction. We are capable of conducting shops in a variety of formats including face to face, telephone, email, fax, letter and SMS.

SIGN – Mystery Shopping IAG Provision
Somerset Information & Guidance Network required a greater understanding of the training provision given to volunteers providing information and advice across Somerset. Cognisant Research conducted a Mystery Shop of SIGN members, assessing how potential volunteers are recruited and the quality of training being provided.

Shops were conducted over the telephone, outside of working hours, consistent with the approach a potential volunteer would take. Results were reported back to SIGN who used them to identify best practice and target organisations whose training schemes were yet to be accredited with the Matrix quality standard.