Secret worshippers

A pair of independent floating Quakers, Tony and Jane Robinson, reflect on their travels

by Tony and Jane Robinson 12th December 2014

When I worked for a local authority, I was instructed about ‘secret shoppers’ – volunteers from all ages and backgrounds who regularly ‘test out’ council services, then report back directly on how they were treated and whether the secret shoppers felt we had dealt efficiently with their enquiry. This idea is also used in big business, where visits are made periodically to companies to check if the organisation is responding to their customers – and they report back on their findings.