ESFA Mystery Shopping Programme for the National Careers Service

Descriptions

The Mystery Shopping project uses covert assessors (or 'mystery shoppers') who contact the National Careers Service and engage with the service through the telephone, face to face and web chat sessions each month. The assessors assess the quality and performance of the service in key areas. These include: the booking process, adviser skills, skills action plans, use of digital resources and follow up arrangements. The Mystery Shopping project enables an informed, real time, objective measure of actual day to day service delivery. It provides early warning to the Agency's National Careers Service Team of quality and service issues, and ensures that while prime contractors continue to benefit from the increased flexibility that the framework delivery model offers, they remain committed to delivering a service that is well regarded for its customer service and focus, quality professionalism and integrity.