As of last year, the guided tours of Parliament are being delivered under a new model of tours and tour guides. As part of the project, the Visitor Services Team introduced mystery shopping to help measure the quality of service that guests receive when visiting the Houses of Parliament. The mystery shopping insights involve measuring the ease and experience in the booking of the tour and the level of customer service, staff efficiency, performance and the general operational environment when arriving and on the tour.
David Hopkins, Founder and MD of Proinsight comments: “We are very proud that the Visitor Services Team at the Houses of Parliament have chosen Proinsight to provide a programme of mystery shops in order to learn and identify opportunities to improve their visitor experience, increase customer satisfaction and to maintain and improve the reputation of their tours. Our passion for excellence in customer experience makes us perfectly suited to deliver the project.”