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Resident Auditor Team

RATs (Resident Auditor Team)

The Resident Auditor Team (RATs) carry out mystery shopping exercises on various services provided by the council.

RTT ('Real Time' Team)

The 'Real Time' Team (RTT) support the RATs and record ‘real time’ mystery shopping experiences with council officers, filling in a form and feeding this back for the RATs to analyse.

Scenario mystery shopping

When a person contacts the organisation pretending to be a concerned relative or a resident who wants some information but who is not willing to give their name.

Real time mystery shopping

When you have a bank of residents who have pre-prepared forms they fill in every time they access a real service.  The tick and comment boxes on the form ask questions about how helpful staff were - what information was given and whether the residents had a good service on that occasion.