CUSTOMER service standards are said to be improving in Andover following the introduction of a mystery shopper scheme by Test Valley Borough Council.

After being piloted four years ago with six shops, the scheme funded by the town centre management budget has grown significantly with 70 shops now participating. It aims to improve customer service and overall retail standards.

Town centre manager Christine Cole says the mystery shopper scheme has been a positive step to ensure people throughout Test Valley receive excellent service.

She said: "Shops who achieve 70 per cent or above in the mystery shopper report are listed in the town centre's shopping guide.

"This year's figures indicate that 13 per cent of participants have exceeded 85 per cent on their reports.

"Recognising quality, service and high retail standards, the mystery shopper is vital for the town centres," she explained. "We feel it encourages customers and visitors to shop in Andover and Romsey and boosts the local economy.

"Provided free to all participants annually, the service is particularly advantageous for independent retailers who may not have otherwise had the opportunity to monitor their progress."

Based on a scoring system, the mystery shopper anonymously rates customer service, internal presentation and external presentation of shops.

A confidential report covering the last three visits is given to the participating shop.

Although failing inspections are rare, guidance and targets are given to participants who wish to improve their practice.