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Mystery Shopping at Connexions

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Young people Mystery Shopped

Connexions

August 2005

During May and June each of the seven Connexions Centres in Tyne and Wear were Mystery Shopped by young people. Each centre was visited on three occasions on different days of the week, at different times of the day, by different young people, and by young people who would not normally use that centre.

A group of 11 young people, representing a cross section of service users, were trained to observe, experience and measure what it feels like when young people go into a Connexions Centre, and report back on their experience in a detailed and objective way. They had great fun at the two training events where they learnt to observe, gather objective evidence and report objectively, consistently, and clearly. They were confident enough to raise issues and suggest solutions.

Overall summary

Young people had a variety of experiences across the Centres and during different visits to the same Centre. The young people felt they received a really good service when they were acknowledged immediately by a member of staff. There was lots of information available on all issues relevant to young people.

What did young people like?

In the majority of the twenty visits a member of staff greeted the young people with a smile within two minutes of them entering the Centre and offered help
On all of the visits young people were able to spend time looking at jobs and training information
Young people were helped to use the computer equipment
In the majority of visits mystery shoppers were given a friendly farewell
All of the Centres were clean and tidy and the temperature was about right
Majority of the Centres were easy to move around in and enough seats were available
Signs and posters were easy to read
Vacancies for jobs and training were clearly displayed in all of the Centres
Each Centre had a wide range of information available for young people to read whilst they were there or to take away
On all of the visits the system to make a comment, complaint, or compliment was clearly visible

What did young people feel could be improved?

Where young people did not approach the reception desk directly, they were not always greeted or asked if they needed help
The majority of staff did not wear name badges. The young people preferred to read the person’s name rather then be told what it was
Some of the Centres had too many seats, which may prevent less able people moving around the Centre
It was not always clear that rooms are available for private discussion
It was not always clear whether vacancies on display were current, as expiry dates were not included in all vacancies

What happens now?

The young people involved have now written and delivered detailed reports to management. Implementation of the actions recommended will be monitored.

Thanks to the staff and young people who supported the mystery shopping project. It has been a worthwhile experience for Connexions and the young people involved. For more information contact Planning and Improvement on 0191 4432871.