Be a Mystery Shopper

Many attractions use primed participants to act as ordinary members of the public as a means of gauging standards of customer service.

Each student will take on the guise of a ‘Mystery Shopper’ and using an interview sheet  will score various aspects of the Zoo offer.

Curriculum links: Customer Service in Leisure and Tourism GCSE, Leisure and Tourism BTEC, First Diploma Travel and Tourism and other similar level awards

Resources required in the zoo: ‘Mystery Shopper’ check sheet, pencil or pen, clipboard, camera

Location in the Zoo: design your own route to take in toilets, a visit to one of the Zoo retail and catering sites in addition to the animal exhibits and public talks.

Things to do in school beforehand: access the Teachers’ Handbook, Customer Service in Leisure and Tourism GCSE, Leisure and Tourism BTEC, First Diploma Travel and Tourism.

Also available for purchase ‘eCase Studies for Business’ from Heinemann Publishing at www.harcourt.co.uk featuring Chester Zoo as a case study.

Thing to do in school afterwards: students write up their reports with photographic evidence and rate the attraction. This could be followed by a class discussion. Compare zoo performance with other leisure sites visited.