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Mystery Shopping in Schools Workshop

Workshop overview:
Getting an objective view of how well your customer enjoys their journey.

Mystery Shopping is an extremely powerful way to test service standards and is a form of market research which assesses services wholly from the point of view of the school’s stakeholder – parents, children, staff, governors, Ofsted, visitors and the community.

Schools aim to provide each stakeholder with a consistently high level of customer service at all times. To achieve this, service standards must set out the standard of service that the stakeholders expect from you and which can be used to measure the school, team/department and individual performance. We recognise that things do go wrong from time to time, and when they do, you need to know about them. Similarly, when a particular service that you provide is working well, and you are satisfied with it, you would like to know.

We have introduced this Mystery Shopping in Schools training day which will enable you to have the skills and tools to be able to implement a Mystery Shopping programme within your School.

The workshop will include discussions surrounding:

  • Website and prospectus
  • Handling of initial enquiry and information dispatch
  • Follow-up and promptness of arranging visit
  • Visit and tour of school, including first impressions, welcome, tour quality and encounters with head, staff and pupils
  • School follow-up letters or telephone calls
  • Social media
  • Whether you are providing the open event experience that prospective parents are seeking and that matches up to your school
  • What is working and what is not working

Delegates attending this workshop will:

  • Able to design a robust School’s Mystery Shopping programme
  • Enable you to have the skills to be able to implement a School’s Mystery Shopper programme
  • To obtain a greater understanding of the Customer Care Standards and how they can link into the Mystery
  • Shopper programme
  • Being able to put an action plan highlighting best practice and AFI for your school

Suitable for:
Schools: Nurseries, Primary, Secondary, Special Schools, Free Schools, Academies
Delegates: Deputy/Assistant/Head Teacher, Bursar/Office Manager, Governor

Programme outline:

  • Registration (inclusive of tea and coffee)
  • Welcome and Introductions
  • Introduction into Mystery Shopping
  • Designing a School’s Mystery Shopper programme
  • Service delivery criteria
  • Customer Care standards
  • Regulatory standards
  • Traits of a Mystery Shopper
  • Report writing
  • Best practices
  • Way forward
  • School’s Mystery Shopping programme Action plan
  • Close (Safe journey home or back to work)

Each delegate will receive the following:

  • Presentation pack
  • Framed certificate of attendance (evidence for CPD)
  • Complimentary sweets/chocolates/mints
  • Pen and highlighter