Mystery shopper service
October 1st 2005

Cleaning Research International, the Yorkshire based research and consultancy group, have long been involved in conducting independent cleaning audits to complement its specification writing service. These audits are normally carried on behalf of the client with the full knowledge of their service provider.

For those wishing to carry out their own formal audits in-house, the training course Conducting a Cleaning Audit which Cleaning Research International offer seeks te provide the necessary know-how. These courses are held regularly throughout the year. The subject is also discussed comprehensively in a textbook of the same title.

However this facility has now been extended particularly for the benefit of cleaning contractors. The new Mystery Shopper service has been designed with the object of allowing service providers to obtain an unbiased assessment of their performance for internal quality control purposes. If required the inspection can be carried out without the knowledge of site management although the client may of course need to be informed. On completion of the exercise a formal report can also be prepared the benefit of the client if required.

Launching the service Dr Eric Brown of CRI said, "There is no doubt that standards of cleaning have improved in recent years with contractors taking a more responsible attitude to client retention. This new service provides an additional way in which they can demonstrate their added commitment".

The formal audit process is concerned not only with levels of cleaning but also with the quality of inputs such as training, management competence, quality monitoring staff turnover and attendance levels. The Mystery Shopper initiative will also be concerned with these issues.

The new service is also available to companies who currently employ a contractor and who wish to have an independent audit conducted on an incognito basis.

For further information regarding formal audits, training courses, textbooks or Mystery Shopping contact Dr Eric Brown at Cleaning Research International.

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