Atkins

Mystery Shopper Telephone Audit

About The Client

Atkins partnered with Mackman Research to evaluate the effectiveness of their 24-hour network control centre through a mystery shopper telephone audit, aiming to ensure high standards of customer service and internal communication were being maintained under real-world conditions.

Atkins is one of the UK’s leading design, engineering, and infrastructure consultancies, delivering maintenance and improvement projects across a wide range of sectors. Under the Area 6 MAC (Managing Agent Contractor) contract, Atkins is responsible for managing and maintaining strategic highways infrastructure across key regions. Their 24-hour network control centre plays a vital role in fielding calls from both staff and members of the public concerning road and highway-related issues.

Sector: Construction

Website: https://www.atkinsrealis.com/

The Research Project

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.

Customer Feedback Survey Results

Although this project did not involve a traditional customer feedback survey, the mystery shopping exercise yielded rich qualitative insight. The responses were coded and analysed against predetermined criteria to assess response times, clarity of communication, issue resolution procedures, and overall service quality. This allowed the Atkins team to view performance from an end-user perspective and identify both strengths and opportunities for refinement.

Research Aims & Objectives

The primary aim of the mystery shopper research was to assess the quality and consistency of responses provided by the 24-hour network control centre. Objectives included measuring adherence to service standards, evaluating the tone and professionalism of staff, and identifying any gaps in the customer experience—particularly during times of increased demand or operational strain.

Research Design & Methodology

Mackman Research designed and delivered a bespoke mystery telephone shopping exercise. Trained researchers posed as various types of callers—including members of the public and internal staff—with realistic scenarios based on common highways issues. Each call was assessed using a structured evaluation framework to capture key performance indicators such as timeliness, helpfulness, professionalism, technical accuracy, and customer care.

Customer Feedback Survey Outcomes

The final report highlighted clear examples of best practice as well as areas for improvement. Atkins gained valuable insights into how their front-line services were perceived and handled under pressure, with the findings informing targeted training and process updates. The research enabled Atkins to maintain high standards and continually improve the customer journey, aligning with their commitment to excellence in service delivery.

What The Client Says

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