Post by Patrick Torsney on Aug 14, 2006 11:09:09 GMT
The General Contracts did not include any facility for the LSC to send its representatives as “mystery shoppers” to assess the quality of your services. The LSC consider that mystery shopping is a good way to gauge the quality of your client service and initial advice and as such the Unified Contract will give the LSC permission to conduct mystery shopping exercises
The LSC says that its intention would not be to generate adverse publicity but to help you to improve your services to clients. Mystery shopping would also enable the LSC to investigate, and respond to, occasional allegations in the media that a solicitor has “manufactured” a witness statement e.g. for a client in an immigration case
Let us know what you think by voting in the poll. You can also expand on the reasons behind your vote by replying to this message - just click the 'reply' button button below
I voted "no" to this as although I agree that checks on quality are important I believe that the LSC should trust to their existing and proposed quality checking mechanisms e.g. peer review and not take up the valuable time of staff in organisations with contrived enquiries from pretend 'clients'.
In the absence of any comments to the contrary I hope the LSC will acknowledge that the only reason many people have voted "yes" to this question is that they want to stress that the sector has nothing to hide.
My own view is that mystery shopping is a waste of time and if the LSC are suspicious about a particular organisation then they should leave it to the professionals, spend a little more of scarce public money, and employ a private eye!