Richard Drysdale from Dartmoor National Park Authority instructed Paul Taylor of Customerwise Ltd and Dr David Gibson (associate advisor from DRG Consulting Ltd) to assess the network of Visitor Centres within the National Park.
Richard had the following to say:
“In late Spring 2016 I engaged the services of Paul Taylor of Customerwise and Dr David Gibson of DRG Consulting Ltd to undertake a mystery shopper exercise across the Dartmoor National Park Visitor Centres.
From the initial proposal to the more detailed breakdown of how they would undertake the exercise, the costs involved and critically the final report with feedback and recommendations, I was hugely impressed with their knowledge of the market, their timely and cost effective delivery and critically, their professionalism.
I was using the service to firstly gain an understanding of how our customers saw us but I also hoped to use some of the points and scoring as evidence for various awards the Visitor Services had been entered for. Paul and David understood these requirements implicitly and also completed tasks in an even more efficient and timely manner so that I had their document to hand before the height of the summer season.
The written report was comprehensively and clearly presented and this was backed up by a personal visit, at my convenience, to run through the report, summarise any actions and look at how areas to consider could be acted upon. Crucially, this insight was presented in a professional and tactful manner.
Their service and report has enabled me to not only make changes at the Visitor Centres which are backed up by very clear evidence but also congratulate staff and partners for those areas where we are doing particularly well against an industry standard.
I would have no hesitation in recommending the services of Customerwise and DRG Consulting Ltd for their Mystery Shopper service and the value and usefulness of such a service and subsequent report.”