Service ExcellenceSE 202

Measuring Service Quality with Mystery Audits

How to design a service audit, grade each location fairly and turn monthly scores into action.

A store owner and an employee checking items with a clipboard
Duration
2 Day, 16 hours
Level
Intermediate
Mode
Classroom
Class size
Up to 20 learners
Certification
Certificate of Completion

Who Should Attend

Operations, quality and customer experience staff responsible for service standards across several locations.

Entry Requirements

Minimum qualification
GCE 'O' Level, Higher Nitec or equivalent
Language
Able to listen, speak, read and write in English
Prior skills
Able to work with spreadsheets

If you do not meet the minimum qualification, we may still accept you based on your working experience. Contact us before you register.

Learning Outcomes

By the end of the course, you will be able to:

  • Write a service audit checklist that measures behaviour rather than impressions
  • Set a grading scale and calibrate auditors so scores are consistent across locations
  • Plan an audit calendar that covers every location and time band
  • Combine audit scores with customer feedback and complaint data to spot trends
  • Present results to managers in a form that leads to action

Course Outline

Day 18 hours
01What to measure2 hours

Turning service standards into behaviours an auditor can observe.

02Building the checklist3 hours

Wording, weighting and pass marks. Participants draft a checklist for their own business.

03Auditor calibration3 hours

Scoring the same visit, comparing results and closing the gaps.

Day 28 hours
04Running the programme1.5 hours

Audit frequency, coverage by location and time band, and managing mystery shoppers.

05Reading the data3 hours

Monthly scores, customer feedback and complaints in one view, built in a spreadsheet.

06Reporting for action1.5 hours

Location scorecards, review meetings and follow-up.

07AssessmentFinal session2 hours

See the assessment section below.

Assessment

Method

An audit checklist and a one-page location report built from a sample data set, presented to the trainer.

When

Final session, 2 hours

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For your company only, with examples from your business.

Enquire about a company run