1. W E L O O K A T T H I N G S D I F F E R E N T L Y CU Services –Young Mystery Shoppers’ Perspectives Sean Murray Best Practice Meeting for Youth Development W E L O O K A T T H I N G S D I F F E R E N T L Y CU Services –Young Mystery Shoppers’ Perspectives Sean Murray Best Practice Meeting for Youth Development

2. W E L O O K A T T H I N G S D I F F E R E N T L Y  Quality Service  Mystery Shopper  Key points  Conclusion Introduction

3. W E L O O K A T T H I N G S D I F F E R E N T L Y Mystery Shopper Welcoming: easy to access, friendly atmosphere, greeted by staff member on arrival Helpful and easy to do business with: made it easy for me, offered alternatives to suit my needs, modern, customer friendly systems Knowledgeable and informative: staff member knew what they were talking about, were able to answer my questions, made sure I understood the answers, provided me with additional information which was accurate and helpful Efficiency: appropriate queuing time, promptly served, didn’t take long to deal with me Professional presentation: staff presentation, office presentation, coherent branding, availability of leaflets

4. W E L O O K A T T H I N G S D I F F E R E N T L Y Feedback - The Numbers WelcomingHelpful / EasyKnowledgeableEfficientProfessionalOverall CU 1554544 CU 2434455 CU 3443434 CU 4445344 CU 5245533

5. W E L O O K A T T H I N G S D I F F E R E N T L Y Feedback – The Horses Mouth

6. W E L O O K A T T H I N G S D I F F E R E N T L Y We are relevant We have a strong story to tell We do give good service We can make a difference Feedback – The Conclusion

7. W E L O O K A T T H I N G S D I F F E R E N T L Y DISCUSSION And FEEDBACK