When the UWI Cave Hill Campus decided to introduce its mystery shopping programme, PULSE Check, we invited UWIchoice members to submit examples of service scenarios that could be used during a pilot project. Based on their ‘scripts’ for service interactions by phone, by email or in-person, we successfully completed the first wave of mystery shopping between February 26th and March 15th 2024.
Six Campus units participated in the pilot project and received their PULSE Check reports in April: the Student Enrolment & Retention Unit, Campus IT Services, the Culture & Creative Arts Department Office, Admissions, the Bursary and the Humanities & Education Faculty Office. Unit Heads agreed that the PULSE Check programme delivered useful insight. They have already taken steps to commend staff for fulfilling the Campus’ Customer Service Standards and/or improve service quality, for example, by scheduling staff training or reviewing their operating procedures.
UWIchoice members continue to support enhancement of the student experience at Cave Hill!
Find out more about the PULSE Check programme and how you can sign up to be a PULSE Checker and earn rewards, including cash or vouchers, plus Give Back programme hours (Barbadian students).
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