Exploratory research to devise a method for mystery shopping on customer service and support

The objectives for the project are to: • Review the range of options for the delivery of mystery shopping for the water sector and develop an approach for testing. • Test the mystery shopping approach on a specific issue or topic. • Assess the approach and make recommendations. This should include consideration of what worked well and areas for improvement. • Consider the diversity of customers and their needs throughout this. • If feasible, consider how the mystery shopping approach could be used to benchmark water companies and the water sector against the equivalent services provided across other sectors.