Capability's Training and Consultancy Team will work with you to design a mystery shopping exercise specifically for your organisation. The aim is to gather the evidence required to evaluate the level of service delivered to disabled customers and the extent to which your organisation's policies and procedures are put into practice at ground level.
We have a team of disabled mystery shoppers based all across Scotland. The team is diverse, with a broad range of experience of disabling barriers. Once feedback is received from the team of mystery shoppers, we will analyse it and provide you with a report providing qualitative and quantitative analysis of the results and recommendations for improvement to practices.
In June 2009 we carried out a mystery shopping exercise for Midlothian Council. This involved a team of volunteers with a variety of different impairments visiting five Midlothian Council services, including a housing benefit office and a leisure centre. The volunteers tested the venues for accessibility, including the provision of induction loops and information in alternative formats, and asked staff for assistance to see how confident they were in providing services to disabled people.
Elspeth Molony of Capability Scotland said “Midlothian Council should be commended for recognising that the best way to find out if services are accessible is to ask disabled people.”
Councillor Derek Milligan, Council Leader added “Midlothian Council is committed to equal opportunities for our customers and the best way to ensure we have a positive impact is to involve disabled persons in assessing, planning and designing our services. We hope to learn from our customers and respond positively to complaints whenever issues arise”.
For more information please contact Elspeth Molony on 0131 347 1022 or complete the online enquiry form.