ABSTRACT: A mystery shopping exercise can provide useful information on how customers view the service they are given by a company. This article examines the usefulness of the mystery shopping exercise within the veterinary practice, what kind of information can be gathered from the exercise, and how this can be used to improve the service that clients of the practice received.


Helen Farrant CertEd RVN

Helen is a Registered Veterinary Nurse who qualified in 1999. She is training manager for the Goddard Veterinary Group and has been training veterinary nurses and support staff there since 2003. More recently she has been involved in setting up client care training and a college to deliver the Diploma in Veterinary Nursing within the practice. Helen is a past officer of the BVNA and is currently completing a top-up Degree in Veterinary Nursing and Business Management Helen lives in East London with her husband, son and four cats.

Keywords: Feature, Care, Examining

To cite this article: Veterinary Nursing Journal • VOL 29 (03) • March 2014 • pp104-106

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