Mystery Shopping

Parking Associates offer a customised Mystery Shopping service, tailored to your exact needs and flexible to meet all budgets. They have vast experience in all matters relating to parking services.

Mystery Shopping is a tool used by companies to measure the quality of service or gather specific information about products and services. Mystery shoppers posing as normal customers perform specific tasks—such as receiving Penalty Charge Notices, asking questions regarding the processes involved, registering complaints or behaving in a certain way – and then provide detailed reports or feedback about their experiences.

The Mystery Shopping programme has been developed to assist in measuring the following:

The performance of staff against what they have been trained to do and industry best practices
Ensuring staff are compliant in operating within the legal requirements of TMA 2004
Monitoring staff performance against any Key Performance Indicator requirements
Measure performance of processes and therefore recommend service improvements
Identification of any training needs
The compliance of parking regulations and effectiveness of enforcement
Assistance in improving the quality of service provided to your customers

Mystery Shopping is a performance evaluation process and a valuable tool highlighting interaction between staff and customers.

Services and Product Overview

• Processing and CEO training
• CPE development and implementation
• Audit/health checks/parking reviews
• Contract preparation and procurement
• Support Management
• Project Management
• Manuals and documentation
• Mystery Shopping