For public-sector & regulated organisations
Independent evidence of how your enquiries are handled.
For public bodies and regulated organisations that must show service standards: we contact you the way a member of the public would — by form, email, live chat, WhatsApp or phone — and record what happened, to the minute, with the evidence attached.
Owner-authorised · human-led · evidence attached
The problem, in your words
- We publish a service standard. We have no independent evidence that we meet it.
- Our figures come from the case system — they can’t show the enquiry that was never logged.
- The board wants to see what actually happens, not what the policy says.
- Agents represent us to the public, and we rarely see how.
Illustrative — not customer quotes
What we check
The enquiry, from the outside
- 01
Whether each enquiry channel can actually be reached and used: a form that submits, a chat that is switched on, a phone that is answered, an inbox that replies
- 02
Time to first reply on every channel, to the minute
- 03
Whether the answer is accurate against the information you publish
- 04
Follow-up over seven days, and whether a clear next step is given
- 05
Tone and professionalism, and red flags such as replies from personal accounts
What you receive
Evidence to act on
- IncludedAn evidence packThe scored report with timestamped screenshots, transcripts and call recordings, printable to PDF.
- IncludedResponse times on every channelMeasured to the minute, from the moment the enquiry was sent to the first real reply.
- IncludedWhich enquiry channels could be reachedEvery channel you offer, tested — and the ones that failed, with the day and the evidence. (This is not a formal accessibility audit.)
- On requestResults set against your own published standardYour response-time or service standard used as the benchmark in the write-up.
- On requestAgent or partner networksAgents who represent you audited on the same scorecard.
“On request” means we compile it by hand for your engagement from the same audit evidence — it is not a self-serve feature in the portal.
Legitimate by design
Written authorisation, always
Audits run under written authorisation from someone entitled to give it for your organisation. Our evidence shows how enquiries were handled; whether it meets a particular requirement is for you and your regulator to decide.
How pricing works
Quoted per engagement
Tell us the services, sites and channels to cover, and any procurement steps we need to follow, and we’ll quote. A single service can start with the one-time audit.
Do you work with public-sector bodies?
Yes. We run the same independent mystery audit for public-sector and regulated organisations as for businesses: realistic enquiries through the channels you offer, scored on nine criteria, with the evidence attached. It runs under written authorisation from someone entitled to give it. Engagements are quoted — talk to us.
Is this a compliance certification?
No. We give you independent evidence of how enquiries were handled. We don’t certify legal or regulatory compliance, and whether our evidence meets a particular requirement is for you and your regulator to decide.
Does it cover accessibility?
We check whether each enquiry channel can be reached and used — forms that submit, chats that are switched on, phones that are answered. It is not a formal accessibility audit.
Will staff know when they are being audited?
No. Enquiries are realistic and spread across the observation window. The person who authorises the audit knows; the people answering enquiries are not told.
Show the standard, with the evidence.
Tell us what you need to evidence and we’ll say what we can cover.