Post Office to begin two-year mystery shopping programme

The Post Office has appointed ABa Quality Monitoring to carry out a national programme of mystery shopping.

The programme will roll out over a two-year period, with ABa looking into customer service and consistency at Post Office branches.

The appointment forms part of a Post Office commitment to bringing up retail standards across its branches.

As well as branding and customer service, the mystery shoppers will focus on the handling of financial services in branch and the level of advice available.

Liz Lamb, head of insight at Post Office said she expected the work would offer a genuine insight into how branches were performing, adding, “This empowers us with the information required to move the business forward.”

ABa claims its business has been boosted by tough economic conditions as businesses seek a competitive edge.

It was recently appointed by HSBC to develop and manage a project within its Business Banking division.