Mystery Shopper Programme

VisitEngland conducts a yearly mystery shopper programme for all Enjoy England Official Partners, delivered by assessors from the Visitor Attraction Quality Assessment Scheme (VAQAS).  The aim of the programme is to objectively measure and improve the level of customer service and selling skills offered by front line staff.

The exercise is also an opportunity to provide feedback for management information and benchmarking as well as supporting the regional decision making process for entry into the VisitEngland Awards for Excellence.

The programme gives managers the opportunity to recognise staff that have demonstrated excellence in customer service delivery as well as helping to identify and share best practice and spread any examples which others might want to adopt.  In all cases the aim is to provide feedback and identify any need for further training or individual coaching.