Personnel Today
  • Home
    • All PT content
    • Advertise
  • Email sign-up
  • Topics
    • HR Practice
    • Employee relations
    • Equality, diversity and inclusion
    • Learning & training
    • Pay & benefits
    • Wellbeing
    • Recruitment & retention
    • HR strategy
    • HR Tech
    • The HR profession
    • Global
    • All HR topics
  • Legal
    • Case law
    • Commentary
    • Flexible working
    • Legal timetable
    • Maternity & paternity
    • Shared parental leave
    • Redundancy
    • TUPE
    • Disciplinary and grievances
    • Employer’s guides
  • AWARDS
    • Personnel Today Awards
    • The RAD Awards
  • Jobs
    • Find a job
    • Jobs by email
    • Careers advice
    • Post a job
  • XpertHR
    • Learn more
    • Products
    • Pricing
    • Free trial
    • Subscribe
    • XpertHR USA
  • Webinars
  • OHW+

Personnel Today

Register
Log in
Personnel Today
  • Home
    • All PT content
    • Advertise
  • Email sign-up
  • Topics
    • HR Practice
    • Employee relations
    • Equality, diversity and inclusion
    • Learning & training
    • Pay & benefits
    • Wellbeing
    • Recruitment & retention
    • HR strategy
    • HR Tech
    • The HR profession
    • Global
    • All HR topics
  • Legal
    • Case law
    • Commentary
    • Flexible working
    • Legal timetable
    • Maternity & paternity
    • Shared parental leave
    • Redundancy
    • TUPE
    • Disciplinary and grievances
    • Employer’s guides
  • AWARDS
    • Personnel Today Awards
    • The RAD Awards
  • Jobs
    • Find a job
    • Jobs by email
    • Careers advice
    • Post a job
  • XpertHR
    • Learn more
    • Products
    • Pricing
    • Free trial
    • Subscribe
    • XpertHR USA
  • Webinars
  • OHW+

Latest NewsLearning & development

National College for School Leadership rated top training venue in ‘mystery shopper’ poll

by John Charlton 11 Oct 2007
by John Charlton 11 Oct 2007

The National College for School Leadership (NCSL) topped a ‘mystery shopper’ survey of UK training venues.

The telephone based research, carried out recently by BRDC (Business Development Research Consultants), rated 15 UK venues against 40 criteria designed to test the quality of service offered to callers pretending to be bookers. These included time taken to answer calls, the manner and approach of the call handler, and the actions – if any – taken in following up the call.

Nottingham based NCSL came top, with Whittlebury Hall in Northamptonshire second, followed by Eynsham Hall in Oxfordshire, Wyboston Lakes in Bedfordshire and Hertfordshire’s Ashridge Management College.

BRDC refused to say which venues were at the bottom of the list, but said management centres “performed poorly overall scoring an average of just 46.1 points. Regular participants in the mystery shopper programme from all businesses score an average of 77.8 points on the same measures.”

Businesses use the mystery shopper programme to identify competencies that they should improve and then address them.

The management centres covered included: Cranfield Management Development Centre, Henley Conferences, Missenden Abbey and the Royal College of Surgeons.

Although NCSL topped the rankings, Whittlebury Hall contact staff scored highest for their manner and approach to enquiries. Marc Webster, group sales manager at Whittlebury Hall said: “We pride ourselves on training our staff to deal with enquiries efficiently and proactively.”

NCSL scored 62.5 points while Whittlebury Hall got 56.5.




Avatar
John Charlton

previous post
Fast food giant McDonald’s enlists Beachcroft law firm to provide advice on HR matters
next post
Public Accounts Committee casts doubt on government efficiency saving claims

You may also like

Royal Mail strike: Union urges it to ‘get...

10 Aug 2022

Supporting non-binary and transgender staff: four key steps...

10 Aug 2022

Personnel Today Awards 2022 shortlist: Health and Wellbeing...

10 Aug 2022

Train conductor unfairly dismissed after ‘black privilege’ comment

10 Aug 2022

Nurses set to vote on strike over pay

9 Aug 2022

Former MP’s aide unfairly dismissed after whistleblowing

9 Aug 2022

Private spaces for focused work key to office...

9 Aug 2022

Top earners’ pay soars by 10% while lowest-paid...

8 Aug 2022

National Payroll Week: A compliance guide for SMEs...

8 Aug 2022

‘Pushy’ lawyer awarded £152k for sex discrimination

8 Aug 2022
  • 6 reasons why work-based learning is better than traditional training PROMOTED | A recent Fortune/Deloitte survey found that 71% of CEOs are anticipating that this year’s biggest business disrupter...Read more
  • Strengthening Scotland’s public services through virtual recruiting PROMOTED | This website is Scotland's go-to place for job seekers looking to apply for roles in public services...Read more
  • What’s next for L&D? Enter Alchemist… PROMOTED | It’s time to turn off the tedious and get ready for interactive and immersive learning experiences...Read more
  • Simple mistakes are blighting the onboarding experience PROMOTED | The onboarding of new hires is a company’s best chance...Read more
  • Preventing Burnout: How can HR help key workers get the right help? PROMOTED | Workplace wellbeing may seem a distant memory...Read more

Personnel Today Jobs
 

Search Jobs

PERSONNEL TODAY

About us
Contact us
Browse all HR topics
Email newsletters
Content feeds
Cookies policy
Privacy policy
Terms and conditions

JOBS

Personnel Today Jobs
Post a job
Why advertise with us?

EVENTS & PRODUCTS

The Personnel Today Awards
The RAD Awards
Employee Benefits
Forum for Expatriate Management
OHW+
Whatmedia

ADVERTISING & PR

Advertising opportunities
Features list 2022

  • Facebook
  • Twitter
  • Instagram
  • Linkedin


© 2011 - 2022 DVV Media International Ltd

Personnel Today
  • Home
    • All PT content
    • Advertise
  • Email sign-up
  • Topics
    • HR Practice
    • Employee relations
    • Equality, diversity and inclusion
    • Learning & training
    • Pay & benefits
    • Wellbeing
    • Recruitment & retention
    • HR strategy
    • HR Tech
    • The HR profession
    • Global
    • All HR topics
  • Legal
    • Case law
    • Commentary
    • Flexible working
    • Legal timetable
    • Maternity & paternity
    • Shared parental leave
    • Redundancy
    • TUPE
    • Disciplinary and grievances
    • Employer’s guides
  • AWARDS
    • Personnel Today Awards
    • The RAD Awards
  • Jobs
    • Find a job
    • Jobs by email
    • Careers advice
    • Post a job
  • XpertHR
    • Learn more
    • Products
    • Pricing
    • Free trial
    • Subscribe
    • XpertHR USA
  • Webinars
  • OHW+