Mackman Research conducted a mystery shopper audit for the leading highways infrastructure and maintenance provider, Atkins (Area 6 MAC Contract). The telephone mystery shop involved Mackman researchers posing as members of staff and members of the public, calling in with a highways concern.
We commissioned Mackman Research to conduct a mystery telephone shop of our 24 hour network control centre. Mackman carried out the 'mystery shop' very effectively. They made every effort to understand the needs and scope of the project and did exactly what they said they were going to do. When the methodology had to change (due to unforeseen severe weather conditions) they were quick to respond. The final report presented the results in a clear and objective way and was produced very quickly. I would recommend using Mackman Research for mystery shopping projects; they did an excellent job for us.Melanie Willis, Communications Manager - Atkins
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