 
Mystery shopping of Camden's reception points
Method(s) Used
Name of person who posted the project:Karin Gavelin (Involve)
Location of project:United Kingdom
Date when the project started:2004
Date when the project ended/project ongoing:2004
Background to project:Insert text herePurpose of project:The process aimed to explore what level of service citizens with disabilities received at council reception points around Camden.Project activities:30 participants with varied disabilities took part. Participants were recruited from CamdenTalks, the Camden citizens� panel which has about 1300 participants and is run by a consultancy.Project results:The outputs of the mystery shopper exercise were a report and an action plan, which was then presented to an existing group of reception managers within the council. Currently changes to reception points and customer care standards are being implemented as a response to the findings of the mystery shopping. The progress of this is being monitored at the reception managers� meetings. If the process had not taken place Camden Council would have eventually got round to making improvements to reception areas but these would not have been based on legal requirements rather than user experience.Contact details:http://www.camden.gov.uk/ccm/navigation/council-and-democracy/having-your-say/camdentalks/
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