Local Transport Today is the authoritative, independent journal for transport decision makers. Analysis, Comment & News on Transport Policy, Planning, Finance and Delivery since 1989.

Unlocking the mystery of customer service

Neil Fenton says online reviews of services has allowed London parking teams to share best practice

Patrick McDonnell
01 December 2011
The award winning Mystery Shopping partnership
The award winning Mystery Shopping partnership

 

Partnership based working has enabled several London boroughs to share the benefits of “mystery shopping” exercises via a low-cost web portal, Neil Fenton, customer experience manager, London Borough of Lambeth, told the Parking World 2011 conference.

The mystery shopping initiative was developed via the Partners in?Parking (PiP) initiative, and won the Innovation category at the British Parking Awards 2011. Ten London boroughs are involved in the initiative: Camden, City of...

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