‘Are you being served? Name of organisation: Crossreach At the Art of Living event held in Glasgow on 2nd April 2012, twelve Mystery Shoppers were at work. A wide range of organisations had paid for space to display an information stand, and present a positive face to the public. The twelve Mystery Shoppers secretly visited these stands, taking note of how they were treated by the organisations’ representatives. One or more visited your stand. This is a report of their experience. As part of gearing up to deliver self directed support, organisations will want to develop their ‘public face’. Organisations will need to be confident about giving the public the information they need to make an informed choice, because the public will be choosing where to go to get the support they need. This report gives you feedback about how well you did this increasingly important activity.
Friendliness
Did stallholders appear welcoming by smiling, giving good eye contact, and good body language?
Very good
Poor
Good
OK
Poor
Good
OK
Poor
Very good
Were they friendly as you left?
OK
Very good
Did they make you feel comfortable while you were at the stall?
Good
Yes
Did they introduce themselves?
Did they wear a name badge?
No
Helpfulness Very good They listened to you properly and checked they had understood you properly
Good
OK
Poor
Good
OK
Poor
Good
OK
Poor
Good
OK
Poor
Good
OK
Poor
Very good
You felt that they were treating you as an individual
Very Good
They gave you the answers you needed without jargon
Very Good
They offered more information than you asked for
Very Good
They checked that you understood the information
Helpfulness (cont) Very Good When they could not help you they gave you another suggestion of where to go for help
OK
Poor
Good
OK
Poor
Very Good
They went the extra mile and made you feel special
Good
Knowing their services Very good They know what services their organisation provides
OK
Poor
Good
OK
Poor
Good
OK
Poor
Good
OK
Poor
Very good
They know about staff training and other staff issues like disclosures
Good
Very good
They know about any costs involved
Poor
Very good
They know how flexible support can be
OK
Very good
They know how these services might be useful to you (or they can tell you if their services are not useful to you)
Good
Knowing Their Services (cont) Very good
They know about how to make complaints etc.
OK
Poor
Good
OK
Poor
Very good
They know about how much choice an individual has in the support they get
Good
Written Information Very good
Poor
The print was large enough Very good
Good OK
Poor
There was no jargon Very good The language was clear and you understood it easily
Good OK
Poor
Very good
There was the right amount of information i.e. not too much to take in
Good OK
Poor
Very good
There was a good contrast between the text colour and the paper colour
Good OK
Good OK
Poor
Written Information (cont) Very good
Good
The pictures were good and there were enough of them
Poor
OK
Poor
Very good
Good
The writing wasn’t crowded, and there was enough white space
Very good
There were good contact details: Address and phone number and email
OK
Good
OK
Poor
Yes The information told you where you could get more information
The information is available in different languages and formats, including Easy Read
If there are difficult words, they explain them
No
Spoken Information
Very good They spoke to you, not to anyone that supported you
OK
Poor
Good
OK
Poor
Good
OK
Poor
Good
OK
Poor
Very good
They made good eye contact with you and had good body language
Good
Very good
They checked as they went along that you were understanding what they said
Poor
Very good
They used clear language that you could understand – no jargon
OK
Very good
They listened to find out what information you wanted, then spoke to you as an individual
Good
Spoken Information (cont) Very good They spoke to you as an equal
Poor
Good
OK
Poor
Good
OK
Poor
Very good
They were patient and had time for a real conversation
OK
Very good
They spoke clearly and at a good pace
Good
Comments “The training the staff get is very good or even great.” Overall comments Very good communication between your stallholders and members of the public. Your written information is satisfactory, but not up to the same high standard.
Three Tips for Improving your Information to the Public 1. Review all your written information against accessibility standards. 2. Making information available in different formats will help you comply with the Disability Discrimination Act 3. If you do this, advertise the fact on your written information.