GUIDE TO THE MYSTERY SHOPPING FORM
Please read through this guide before completing the new Mystery Shop form. Although we are asking for more detailed information, and the new form may seem complex, we hope it will all become clear as you read through this guide.
The new form is divided into 4 basic sections:
- The first bit, which is where you give your name, the date, etc.
- The second section is a checklist of accessible features, which you can tick off if the venue has got them.
- In section 3, you’ll give marks out of 10, with 10 being ‘excellent’ and 1 being ‘poor’.
- The last bit is ‘open’ questions, where you can write in more detail about various aspects of the venue/festival.
NB: Please don’t feel you have to fill out the form in that order. For example, if you find it easier to start with the open questions, then move onto the ‘ratings’ bit then that’s fine.
Below are explanations for any parts of the form that we feel might cause confusion.
SECTION 1: Details
Venue type – for example; is it a nightclub, a concert hall, a bar? Or is it a building not normally used for music events such as a school or a town hall?
SECTION 2: Access facilities
This is a list of things to look for. Obviously they will not apply to every event. For example, it is probable that a nightclub will not have someone doing Sign Language to accompany the records by the DJ.
Step-free entrance : this could be either level access, ramped access, or access via a lift into the building.
Step-free access throughout: either level access, ramped access, or access via a lift to all areas where the event is happening.
Accessible toilet : means a toilet large enough to fit a wheelchair. It should have rails around it as well – please write in more detail about it in the appropriate section.
RADAR key system : distinctive keys used for public accessible toilets. The loo can be opened with your own RADAR key, and one should also be available from the bar
Lowered counter/bar : a counter at the bar/merchandise/food stall etc that is at wheelchair height
Viewing platform/area : to allow disabled people to view the band in comfort and safety. Often, it is raised above the level of the crowd, and accessible via a ramp, but sometimes level areas are cordoned off for this purpose
Clear signage : signposts leading to the event, e.g. road signs, and/or signs inside the venue, or at the festival, pointing to the toilets, bar, stages, fire exits, etc.
Hearing loop or Infrared system: hearing loops are usually found at venue box offices to assist Deaf and hard of hearing people. Infrared system is a headset worn by Deaf people in the auditorium, so they can hear the music.
Accessible performances : performances where, for example, someone is onstage doing Sign Language, to help Deaf people, or there is text (subtitles? Palantype?) displayed above the stage. Also, there may be projections of the band on video screens, so those unable to get to the front, or see the band, can view the concert.
Blue Badge Parking : parking in large bays where a Blue Badge must be shown. Ideally these bays should be as close as possible to the event being held.
Step-free emergency exits : fire exits with either level or ramped access.
2 for 1 ticket scheme : buy one ticket, and you can take a Personal Assistant free of charge.
Accessible Formats : this relates to the event’s publicity materials; do they have large fonts? Are they available in different formats, i.e. Braille? How easy to navigate is their website (if they have one).
SECTION 3: Ratings out of 10
1 = poor, 5 = average, 10 = excellent
SECTION 4: Open Questions
Access information prior to purchase
Either on the website, on flyers or other promotional material, or with your tickets
How you got to the venue
Did you use a taxi or public transport?
Was the venue easy to find?
If you drove, were you able to park without problem?
Access facilities at the venue (see note on this)
For example:
Is there an accessible entrance?
How is the access in the building? (e.g. steepness of ramps, steps, width of doorways, corridors etc, accessible signage and lighting – is it too dark?)
Is there a viewing platform or area?
Is there an accessible outdoor smoking area?
Are there facilities for Deaf people and people with a hearing impairment?
Toilet facilities
How many accessible toilets?
Could a wheelchair fit in the toilet properly?
Did it have rails?
Was there an emergency help cord?
Were they clean enough?
Were the toilets warm enough?
Were they locked, or open?
Did you have to wait a long time to use them?
View (sightline) of performance
Could you see the band, or was your view obstructed?
If it’s a club, could you see the DJ’s, the video projections (if they had them), or the crowd?
Smoking area
Was there a secure outdoor smoking area, or did people just go out into the street to smoke?
If there was a smoking area, was it accessible?
If so, did you need help, or could you access it independently?
Was the area well lit?
Was it heated?
Was there a charge to use the smoking area?
Was there a time limit for how long you could remain there?
Generally, how were you treated by staff when you wanted to access this area?
Cloakroom
Was it accessible to you?
Buying food, drink or merchandise
Was the counter at the right height? Did you have to wait a long time to be served? How did the staff treat you?
Staff
How were you treated? (How were other customers treated ?) Please consider Bar staff, Security, Merchandisers, cloakroom attendants, stewards etc.
Would Disability Equality Training be beneficial to this venue?
If the physical access or the attitude of the staff could be improved then the answer would be ‘yes’!
FESTIVAL FORM
Most of the questions are the same, some with ‘festival’ replacing ‘venue’. A few extra questions in SECTION 2: Access facilities:
A disabled campsite :
some festivals have a designated disabled campsite, with accessible facilities.
Can cars be parked in campsite :
either within a disabled campsite, if there is one, or in general campsite?
Information point for disabled customers :
some festivals have this, often within the disabled campsite, or perhaps near or within a main, general information point.
Charging point for wheelchairs :
if this exists, it is likely to be at an info point or within the disabled campsite.
COMPUTER GUIDE
Downloading forms
This will be the same whether you are e-mailed the forms, or take them from the website.
Double click with the left button of your mouse on the file to open it. Once it is open, go to ‘File’*, and then click on ‘Save As’. (You may choose to save it to your desktop, or perhaps create a folder for your Mystery Shopping reports.)
Save the file using the following title format:
Venue Name -
Your name (Artist/band name) So, for example: Islington Academy – Mandi Peers (The Rolling Stones)
Once the file is saved, you can begin to fill it in...
*If you use Office 2007 it doesn’t have a ‘File’ menu. Instead there is a ‘Windows’ - style icon in the top left corner. Click on this instead and the ‘Save’ and ‘Save as’ options should be there.
Filling in forms (& saving)
If you fill in the form on a computer, you will only be able to type text in the grey spaces. These spaces will expand as you type so you can write as much as you want.
The grey ‘answer space’ for the first question will automatically be highlighted when you open the file.
Simply type in your answer and then use either the up/down arrows, the tab key or pointing and clicking with the left button of your mouse to navigate to the next grey ‘answer space’.
Every few minutes, save the text you have added, (so it doesn’t get lost if you have a power cut or something) by clicking on ‘File*’ and then ‘Save’. Many computers also have a ‘computer disc’ icon that you can click on to save updates to a file.
E-mailing forms
Save the final changes when you have completed the form.
Open your e-mail software, start a new e-mail and address it to lisa@attitudeiseverything.org.uk
Title the e-mail using the same format as the file title:
Venue Name - Your name (Artist/band name)
Attach the completed Mystery Shopping form file to the e-mail: There should be an option on the new e-mail you have begun that says ‘Attach’. Sometimes instead there is a ‘Paperclip’ icon. Click on this (either ‘Attach’ or paperclip icon), and you should be given the option to browse for the file you want to attach, or simply type in the exact name of the file.
If you have saved it to the desktop, it should be easy to find when you browse - click on ‘Desktop’, usually the first option on the browse list, and the file should appear. Double click on the file with the left button of your mouse, and it should attach the file to your e-mail. You should be able to see the file listed on the e-mail below the ‘Subject’ box in the e-mail.
At this stage you can also attach your invoice, along with digital images or scanned copies of evidence of your expenditure (tickets/confirmation letters). If you have these on email you can simply forward the e-mail to us (with a reminder of which ‘Shop’ it belongs to). If you need to post actual tickets and receipts, then post them with an invoice form.
(All info relates to Windows users only. Please contact us for advice if you use a different system and encounter any difficulties.)
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